System for processing real-time customer experience feedback with filtering and messaging subsystems and standardized information storage

ABSTRACT

The present invention supports the entry of customer experience feedback into the system, which then conducts real-time automated filtering and evaluation of feedback entered by the customer and supports the transmission of real-time notifications to selected personnel based on feedback evaluation in a flexible messaging and workflow system. The present invention supports that ability to obtain constructive feedback, either good or bad, regarding a customer&#39;s experience while the customer is still at the service provider or retail sales location and supports the ability to obtain feedback after the customer has left the service provider or retail sales location through follow-up messages.

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims the benefit of United States Provisional PatentApplication Nos. 62/730,433, filed Sep. 12, 2018 and; 62/815,933, filedMar. 8, 2019, and is a continuation-in-part application claiming thebenefit of U.S. patent application Ser. No. 15/887,265, filed Feb. 2,2018, which is a continuation-in-part application claiming the benefitof U.S. patent application Ser. No. 15/569,309, filed Oct. 25, 2017,which claims priority to PCT Patent Application No. PCT/US2016/043733,filed Jul. 23, 2016, which claims the benefit of United StatesProvisional Patent Application Nos. 62/290,362, filed Feb. 2, 2016;62/215,447, filed Sep. 8, 2015; 62/198,908, filed Jul. 30, 2015; and,62/196,752, filed Jul. 24, 2015.

TECHNICAL FIELD OF INVENTION

This invention relates to a system for processing real-time customerexperience feedback with filtering, notification, and messagingsubsystems and standardized information storage.

BACKGROUND OF THE INVENTION

Customer service records and feedback information are often saved in aspecialized format on local data processor and storage servers at aparticular service provider facility, such as a car dealer servicedepartment or car dealership. While the customer service records andfeedback information in that particular service provider facility mayhave a consistent format throughout that facility, the format forcustomer service records and feedback information used by other dealersand service providers at other service provider facilities (e.g. relateddealers or national brand dealerships) is likely to be anon-standardized and inconsistent format for customer service recordsand feedback information.

The storage format for customer service records and feedback informationcan be composed of records, files and service information at each ofthese different service provider facilities may be stored locally on adata processor and storage in a non-standardized format selected bywhichever hardware or software platform is in use in the serviceprovider's local office. The inconsistency between stored customerservice record formats makes sharing customer service records, files andservice information over a standardized communication platform quiteproblematic. Because of the non-standardized customer service recordformats used by different service provider facilities, there is asignificant difficulty for service providers in different locations toidentify customer issues and complaints, and anticipate customer futureneeds with certainty, as well as communicate with customers over astandardized communication platform.

Computers and computer networks have transformed the society and thework environment since their introduction in mass to the businesscommunity and the consuming public. The impact we see today on the waybusiness is conducted and consumers interact with service providers andproduct retailers is rooted in the technological developments in therecent past. In the 1960s, the Defense Department developed acommunication system that would permit communication between thesedifferent computer networks.

Recognizing that a single, the Defense Department recognized thatdeveloping a centralized communication system would be vulnerable toattacks or sabotage, so the Defense Department required that their newcommunication system be decentralized with no critical servicesconcentrated in vulnerable failure points. In order to achieve thisgoal, the Defense Department established a decentralized communicationprotocol for communication between their computer networks. A few yearslater, the National Science Foundation (NSF) established a communicationsystem that facilitated communication between incompatible networkcomputers at various research institutions across the country. The NSFadopted the Defense Department's protocol for communication, and thiscombination of research computer networks would eventually evolve intothe Internet.

The Defense Department's communication protocol governing datatransmission between different networks was called the Internet Protocol(IP) standard. The IP standard has been widely adopted for thetransmission of discrete information packets across network boundaries.In fact, the IP standard is the standard protocol governingcommunications between computers and networks on the Internet. The IPstandard identifies the types of services to be provided to users andspecifies the mechanisms needed to support these services.

The IP standard also specifies the upper and lower system interfaces,defines the services to be provided on these interfaces, and outlinesthe execution environment for services needed in the system. Atransmission protocol, called the Transmission Control Protocol (TCP),was developed to provide connection-oriented, end-to-end datatransmission between packet-switched computer networks. The combinationof TCP with IP (TCP/IP) forms a suite of protocols for informationpacket transmissions between computers on the Internet. The TCP/IPstandard has also become a standard protocol for use in all packetswitching networks that provide connectivity across network boundaries.

In a typical Internet-based communication scenario, data is transmittedfrom an originating communication device on a first network across atransmission medium to a destination communication device on a secondnetwork. After receipt at the second network, the packet is routedthrough the network to a destination communication device. Becausestandard protocols are used in Internet communications, the IP protocolon the destination communication device decodes the transmittedinformation into the original information transmitted by the originatingdevice.

A router, agent or gateway is used to regulate the transmission ofinformation packets into and out of the computer network. Routersinterpret the logical address contained in information packet headersand direct the information packets to the intended destination.Information packets addressed between computers on the same network donot pass through the router to the greater network, and as such, theseinformation packets will not clutter the transmission lines of thegreater network. If data is addressed to a computer outside the network,the router forwards the data onto the greater network.

Mobile communications and cellular telephony systems have becomesmaller, lighter, and more powerful, which improved the ability tocommunicate with individuals on an exponential basis. The Internetprotocols were originally developed with an assumption that Internetusers would be connected to a single, fixed network. With the advent ofcellular wireless communication systems, such as mobile communicationdevices, the movement of Internet users within a network and acrossnetwork boundaries has become common. Because of this highly mobileInternet usage, the implicit design assumption of the Internet protocols(e.g. a fixed user location) is violated by the mobility of the user.

In an IP-based mobile communication system, the mobile communicationdevice (e.g. cellular phone, pager, computer, etc.) can be called aMobile Node. Typically, a Mobile Node maintains connectivity to its homenetwork through a foreign network. The Mobile Node will always beassociated with its home network for IP addressing purposes and willhave information routed to it by routers located on the home and foreignnetworks. The routers can be referred to by a number of names includingHome Agent, Home Mobility Manager, Home Location Register, ForeignAgent, Serving Mobility Manager, Visited Location Register, and VisitingServing Entity.

In the past, consumer feedback has been solicited well after the serviceor product has been provided to the consumer. The requests for feedbackoccur days and weeks after customer leaves the service provider orretail location. The ability to obtain constructive feedback, eithergood or bad, is lost by this lag time in the procurement of the feedbackfrom the consumer. And, if the experience is negative, the opportunityto rectify the negative experience with personal attention to theconsumer has been lost with the procurement of feedback days and weeksafter the customer leaves the service provider or retail location.

When survey have been taken from consumers, the results of surveys have,in the past, been distributed to all employees in the organization. Notonly is this survey information “stale” in the sense that it has beentaken long after the consumer leaves the service provider or retaillocation, but the information is largely ignored in a mass ofinformation being provided in a generic manner to an entire group.

Several patents show traditional methods of obtaining surveyinformation, such as U.S. Pat. No. 7,609,832 issued on Oct. 27, 2009(Patent Publ. No. 2005/0100158A1, published May 12, 2005) to Kreiner,which shows an automatic call center with an interactive voice responsesystem that supports the administration of a survey to a client incommunication with the call agent station. The Kreiner systemadministers a survey to a client when the client has been called by thesystem and is on-the-line, which is the manner on collecting surveyinformation from the client. Similarly, there are many call centerscreening survey systems shown in U.S. Pat. No. 8,085,910 issued toVerizon Corporate Services Group, Inc. on Dec. 27, 2011; U.S. Pat. No.8,386,623 issued to American Express Travel Related Services Co. on Feb.26, 2013; U.S. Pat. No. 8,494,134 issued to BCE, Inc. on Jul. 23, 2013;U.S. Pat. No. 8,515,803 issued to 3Pd, Inc. on Aug. 20, 2013; U.S. Pat.No. 8,516,076 issued to American Express Travel Related Services on Aug.20, 2013; U.S. Pat. Nos. 8,650,315, 8,650,316, 8,650,317, 8,650,318, and8,650,319 issued to American Express Travel Related Services on Feb. 11,2014.

These prior art methods and systems fail to provide an optimizedsolution for known deficiencies in known systems. That is, these priorart methods and systems do not provide an operational efficiency,consumer expectation, and business strategy to optimize customerretention and satisfaction with products and services provided by abusiness. These systems, by and large, trigger and conduct an automatedsurvey to collect survey information from a client, but there is a needto utilize this survey information in a better manner so that businessescan better preserve client relationships at the service provider orretail location.

There is no present system that satisfactorily correlates and associatesvarious customer data provided during stages of surveys and duringassociated requests for feed-back to provide integrated notificationsand notices, as well as integrated data sharing, to team members,associates, dealers, department members, and any other associated oraffiliated person. The inconsistency between stored customer servicerecord formats makes sharing customer service records, files and serviceinformation over a standardized communication platform is not solved bythese prior art references. And, none of these prior art referencessupport a standardized customer service record format that can be usedby different service provider facilities, which means these prior artreferences fail to solve the significant difficulty for serviceproviders in different locations to identify customer issues andcomplaints, and anticipate customer future needs with certainty, as wellas communicate with customers over a standardized communicationplatform.

SUMMARY OF THE INVENTION

The present invention is a hardware-based system and method thatsupports the entry of customer experience feedback into the system in astandardized format, which also conducts real-time automated filteringand evaluation of feedback entered by the customer and supports thetransmission of real-time notifications to selected personnel based onfeedback evaluation in a flexible messaging and workflow system. Thepresent invention correlates and associates various customer dataprovided during stages of surveys and during associated requests forfeed-back to provide integrated notifications and notices, as well asintegrated data sharing, to team members, associates, dealers,department members, and any other associated or affiliated person.

The present invention is a hardware processor-based customer servicefeedback system and method having an indexing and referential storage ofcustomer service information, and a system and method that collects,converts and consolidates customer service information from customerservice provider facilities and customers into a standardized format,including converting input customer service information, files andcustomer service information provided by different providers or sourcesin a particular facility and from different formats into thatstandardized format. Whenever the customer service information isupdated, it will be converted into a standardized format and then storedin the collection of customer service records on one or more of thehardware processor-based storage devices.

After the information about the customer service has been stored in thecollection, the content server, which is connected to the hardwareprocessor-based storage devices, generates real-time messages containingupdated customer service information. This message is transmitted in astandardized format over the data processor and storage network to therelevant customer to elicit feedback information and communications fromthe customer.

The message transmitted to the customer or received by thehardware-based system can be in the form of an email message, textmessage, or other type of message known in the art. The presentinvention system and method uses standardization of formatted customerservice information to enhance the performance and increases theefficiency of the present invention over known data processor andstorage methods and systems through the storage of standardizedformatted customer service information from input customer serviceinformation, files and customer service provided information in thehardware processor-based customer service system and method, as well asthe use of an indexing and referential storage and specializedsubprograms that uses hardware processor-based storage devices tocollect and consolidate customer service information, files and customerservice information provided by to different customers and differentfeedback from these customers on the service provider experiences.

The present invention uses the hardware processor-based customer servicesystem and method having an indexing and referential storage andspecialized subprograms to enter and display customer service providerexperiential feedback information and data with real-time automatedfiltering and evaluation of customer service information and data, thetransmission of real-time notifications to personnel at customer serviceprovider facility based on feedback content with flexible messaging andworkflow subsystems and subprograms, as well as communications andanalysis of follow-up survey evaluations. This invention relates to theentry of customer experience feedback with real-time automated filteringand evaluation of feedback and the transmission of real-timenotifications to selected personnel based on feedback evaluation.

The present invention generates real-time messages to transmitelectronic communications to customer service providers, facilities, andcustomers using the hardware processor-based customer service system andmethod having an indexing and referential storage and specializedsubprograms, and to identify the customer service providers ordepartments, facilities, and customers that need attention or have anissue with their customer service provider experience.

The present invention data storage system and method enhances theperformance and increases the efficiency of the present data processorand storage system using a hardware processor over known data processorand storage methods and systems by the use of an indexing andreferential storage and specialized subprograms to detect customerservice problem issues to be resolved, generates/transmit notificationsabout customer service problem issues to be resolved, andgenerates/transmits notifications to customers about such resolutionprocedures; in addition to the requesting and receiving further feedbackand follow-up customer service feedback to assure any customer serviceissue has been resolved to the satisfaction of the customer and customerservice provider.

The present invention supports that ability to obtain constructivefeedback, either good or bad, regarding a customer's experience whilethe customer is still at the service provider or retail sales location.And, if the experience is negative, the invention provides automatedevaluation and filtering of the feedback information with real-timenotifications to selected personnel so the customer's concerns can beaddressed immediately so as to rectify the negative experience withpersonal attention to the consumer, and preserve the client relationshipfor the future before the customer departs from the service provider orretail sales location.

Identity information relating to the customer can also be preserved sothat the customer and its location can be identified as being present atthe service provider or retail sales location upon a subsequent visit,and real-time notifications can be sent to selected personnel so thatthe customer experience during the subsequent visit to that location canbe enhanced in some manner or more personal attention can be provided toreduce the risk of a negative experience.

The following system components, steps and functionality individuallyare believed to be novel and enhance the operation of the computersystem over that of a generic computer system, including the components,steps and functionality relating to: (1) entry of customer experiencefeedback into the system, (2) then, automated evaluation and filteringof that information on a real-time base, (3) then, real-timenotification of selected personnel regarding the customer experiencefeedback information prior to the customer departing the serviceprovider or retail sales location, where selected personnel includespecific members of teams, users, groups or companies (e.g. higher levelmanagement), and (4) then, having one or more selected personnel at theservice provider or retail sales location address the customer'sconcerns to enhance the customer's evaluation of the experience orenhance subsequent visits to the service provider or retail saleslocation.

Subsequently, after, step 4, the customer and its location can beidentified as being present at the service provider or retail saleslocation upon a subsequent visit, and real-time notifications can besent to selected personnel so that the customer experience during thesubsequent visit to that location can be enhanced in some manner or morepersonal attention can be provided to reduce the risk of a negativeexperience. The real-time notifications to said selected personnelinclude customer background information, survey results, serviceprovider information and services provided to the customer. This orderedsequence of steps 1-4, with and without the addition of the subsequentlocation recognition steps, is believed to be novel in that the orderedcombination of steps transforms the claims into patent-eligible subjectmatter.

In the present invention (which can be referred to as the DirectCustomer Survey or “DCS”), the present invention also includesadditional system components, steps and functionality individually arebelieved to be novel and enhance the operation of the computer systemover that of a generic computer system, including the components, stepsand functionality relating to: (1) the initiation, implementation offiltering and identification of responses and survey answers from theDirect Customer Survey (DCS); (2) the initiation, implementation,execution, and operation of a Customer Response (or “CRS”) service,protocol system and method, either prompted based on responses to DCSsurvey questions, automatically initiated, or manually initiated byprogram users or service personnel; (3) the initiation, implementationof filtering and identification of responses and survey answers from theCustomer Response Service (CRS); (4) the initiation, implementation,execution, and operation of a Comments, Suggestion and Concerns (or“CSC) service, protocol system and method, either prompted based onresponses to DCS and/or CRS survey questions, automatically initiated,or manually initiated by program users or service personnel; (5) theinitiation, implementation of filtering and identification of responsesand survey answers from the Comments, Suggestion and Concerns service(CSC), and (6) the initiation, implementation, execution, and operationof an authenticated survey rating service (or “TRS”) that receivesmarked survey responses received from the filtering and identificationprotocols related to the DCS, CRS and/or CSC subsystems, adjusts thescores from those received and marked responses to a normalized measure,calculates an overall TRS rating score from the customer that isassociated with the customer's response, and transmits or posts the TRSrating to: (i) identified personnel in the business or associatedbusinesses, (ii) stakeholders or shareholders in the businesses beingevaluated, or (iii) publicly to a website, on-line bulletin boardmaintained and supported by the system, and/or a chat room maintainedand supported by the system.

The TRS rating service provides authenticated ratings from known, actualcustomers, which enhances the reliability and accuracy of the responsesover other systems that solicit and receive rating responses fromunknown sources that can provide flawed or inaccurate ratings relatingto services or products that were never actually purchased or received.The CRS system may use responses and feedback provided by the DCS systemor be executed automatically independent from such DCS feedbackresponses, or be manually executed independent from such DCS feedbackresponses. Likewise, the CSC system may use responses and feedbackprovided by the DCS and/or the CRS system or be executed automaticallyindependent from such DCS and/or CRS feedback responses, or be manuallyexecuted independent from such DCS and/or CRS feedback responses. And,TRS rating service subsystem may use filtered or identified responsesfrom one or more of the DCS system, the CRS system and/or the CSCsystem, individually or collectively. And, the CRS and/or CSC subsystemsmay act independently from each other, or alternatively, rely oninformation received from the other systems and subsystems such thateach protocol and service can be initiated and executed based onresponses received from other systems and subsystems, or automaticallyinitiated independent of other protocols/services, or manually initiatedby personnel independent of other protocols/services.

As additional components, functionality and steps used in this system,the present invention provides for the preparation and revision ofstandard or individualized feedback evaluation questions by authorizedusers, with flexible assignment of these evaluation questionnaires forspecific members of companies, teams, users, or groups providingservices or products or entire groups of users, teams or companies. And,the present invention provides for the flexible assignment of teammembers, users, and companies, as well as the preparation andtransmission of messaging to entire team members, users, groups andcompanies or specific members of teams, users, companies, and groups.These flexibly assigned team members, users and companies can receivereal-time notifications by text, email or other instant messaging, aswell as daily or periodic reports, inquiries, notifications or bulletinsto by the same message formats to improve work flow and attention to thecustomer experience. Reports can be accessed by internal users ormembers within an entity, group, dealer, department, or company; or,alternatively, reports can be accessed by external users, team members,affiliates or other persons or external companies outside the dealer,department or company so that information can be accessed on arestricted basis relating to that external user, team member, affiliateor other person or company outside the internal user, group, teammember, dealer, department or company.

Based on the evaluation and filtering of customer feedback evaluations,benchmark information and trending information can be developed andprovided in notifications to selected personnel, including trendinginformation regarding the performance of individuals in a group, team,or company or entire groups of users, teams, or companies. Such trendinginformation can identify individuals or groups that are under-performingor exceeding benchmark standards set by management or officers of thebusiness to that rewards, bonuses, or additional training can beprovided based on those results.

Each of these additional components, functionalities and steps, whencombined with the attributes, components and steps described immediatelyabove, are considered to be novel because each individually enhances theoperation of the computer system over that of a generic computer system.Moreover, the ordered sequence of steps 1-4, with the additionalcomponents, functionalities and steps and with the addition of thesubsequent location recognition steps, is believed to be novel in thatthe ordered combination of steps transforms the claims intopatent-eligible subject matter.

Moreover, the sequence of steps ordered in Direct Customer Survey or“DCS”, alone or in combination with the additional system components,steps and functionality individually associated with the CustomerResponse Service (“CRS”), the Comments, Suggestion and Concerns service(“CSC”), and the TRS authenticated survey rating service believed to benovel in that the ordered combination of steps transforms the claimsinto patent-eligible subject matter, and are believed to be novel andenhance the operation of the computer system over that of a genericcomputer system, as well as the initiation, implementation of filteringand identification of responses and survey answers from the DCS, CRSand/or CSC systems. While the preferred embodiment describes a cardealership/service department scenario, the present invention could beused in any retail service situation (or retail sales of goods).

Moreover, the claimed invention is an improved systems and method thatrecites components or a series of steps. The claimed invention is alsodirected to enhancing the performance and efficiency of a data processorand storage system and network through the conversion and storage ofstandardized formatted customer service information from inputinformation, files and service information in the hardwareprocessor-based customer service system and method and the use of anindexing and referential storage and specialized subprograms that useshardware processor-based storage devices to collect and consolidatecustomer service information, files and service information provided bydifferent sources and different formats. Moreover, the present inventionuses an indexing and referential storage and specialized subprograms togenerates/transmits notifications to customers and relevant personnel atthe customer service facility, and generates/transmits follow-upevaluations and notifications to customers and customer service facilitypersonnel.

Because the present invention is not an abstract concept, a fundamentaleconomic practice, a method of organizing human activity, an idea(standing alone), or a mathematical relationship, the present inventionis not an abstract idea. Even if one were to examine whether statutorysubject matter analysis (post-Alice) were satisfied (which is notnecessary based on the above), the present invention complies with the“Integrated into a Practical Application” requirement analysis(post-Alice) because the claimed invention recites a combination ofadditional elements including storing information in a centralizedrepository server, providing remote access over a network to acentralized web-based server, converting updated customer serviceinformation, customer files and service information that was convertedinto a standardized format, automatically generating messages andeliciting feedback from customers, evaluating that feedback, andfollowing up with the customers by transmitting “real-time” messages.With these above-identified “additional elements,” the claimed inventionas a whole integrates the present method into a practical application;and, specifically, the additional elements set forth above recitespecific improvements over prior art systems and methods by allowingusers to share information in real time in a standardized formatregardless of the format in which the information was input by the user.

Thus, the claim is eligible because it is not directed to the recitedjudicial exception of an abstract idea. As noted previously, the claimas a whole does not merely describe generally a method of organizinghuman activity. But, even when viewed as a whole, the claim addssignificantly more (i.e., an inventive concept) to any generalizedmethod. Accordingly, this invention is not simply implementing anabstract idea on a generic computer, but even if viewed as a generalizedmethod, the claimed invention includes additional elements that make theclaimed invention a practical application. For these reasons, presentinvention complies with the 35 USC § 101 (utility) requirements forpatentable subject matter under the current multi-step analysis.

The claimed invention recites a system comprising: a hardware dataprocessor coupled to a plurality of non-transitory storage devices andone or more input/output ports coupled to one or more input/outputdevices, said hardware data processor capable of execution of one ormore subprograms, said hardware data processor receives through saidinput/output port customer service information describing a serviceprovided to a customer and a customer's contact information, saidhardware data processor executes a first subprogram that converts saidcustomer service information into a standardized data format using ahardware data processor coupled to a plurality of non-transitory storagedevices, said hardware data processor stores said customer serviceinformation in said standardized format in one or more of said pluralityof non-transitory storage devices; and said hardware data processortransmits an electronic communication through said input/output ports tosaid customer about the customer service information stored in saidstandardized format in one or more of said plurality of non-transitorystorage devices; and, said hardware data processor receives a responseevaluation from said customer about the customer service informationstored in said one or more of said plurality of non-transitory storagedevices; said hardware data processor transmits an electroniccommunication over said input/output ports to one or more personnel at acustomer service facility regarding said response evaluation including adescription of the evaluation content.

The claimed invention recites a communication system supporting theprocessing of communications between a home network and one or moremobile units, comprising: a first computer server on the home networkcoupled to a first mobile unit, said first computer server havingprocessors with functionality that: (a) receive a first set of customerexperience feedback responses provided by a customer using said firstmobile unit in response to a first survey request; (b) evaluate saidcustomer experience feedback responses from said first survey request ona real-time basis in order to determine whether to issue real-timenotifications to one or more predetermined personnel if the first set ofcustomer experience feedback responses fail to satisfy a minimumpredetermined standard, (c) issue one or more real-time notifications tosaid predetermined personnel to notify those one or more predeterminedpersonnel that the first set of customer experience feedback responsesfrom said first survey request fail to satisfy a minimum predeterminedstandard, (d) transmit a second follow-up survey request to saidcustomer; (e) receive a second set of customer experience feedbackresponses provided by said customer in response to a second follow-upsurvey request; (f) evaluate said second set of customer experiencefeedback responses from said second follow-up survey request on areal-time basis in order to determine whether to issue real-timenotifications to one or more predetermined personnel if the second setof customer experience feedback responses fail to satisfy a minimumpredetermined standard, (g) issue one or more real-time notifications tosaid predetermined personnel to notify those predetermined personnelthat the second set of customer experience feedback responses from saidsecond follow-up survey request fail to satisfy a minimum predeterminedstandard, and, (h) prepares and stores database reports on the first andsecond sets of customer experience feedback responses from said firstsurvey request and said second follow-up survey request, respectively;(i) maintains and supports use of data, customer information, softwaremodules and operational codes on the home network.

Further recited are processors on the first computer server havingfunctionality that: (a) initiates a comments, suggestions and concernssubroutine that provides a comments, suggestions and concerns platformfor said customer at the first mobile unit to enter comments,suggestions or concerns about the customer's experience; (b) supportsaccess of said reports by third parties involved with companies thathave been given appropriate access to the reports; (c) populates datafields on a computer database maintained by a user, third party, teammember, dealer or department when said notification is transmitted tosaid predetermined personnel, said data fields include identificationand contact information related to said customer; (d) receives scoresassociated with responses from said customer to one or more markedquestions on said first survey request or said second follow-up surveyrequest, said one or more marked questions on said first survey requestor said second follow-up survey request are designated in that manner bythe user, team member or associate; (e) evaluates the scores associatedwith responses from said customer to one or more marked questions onsaid first survey request or said second follow-up survey request, (f)translates written statement responses into rating scores based onassociated with responses from said customer to one or more markedquestions on said first survey request or said second follow-up surveyrequest; (g) calculates a rating score based on the evaluation of thescores associated with responses from said customer to one or moremarked questions on said first survey request or said second follow-upsurvey request; (h) normalizes the scores associated with responses fromsaid customer to one or more marked questions on said first surveyrequest or said second follow-up survey request; (i) translates ratingsof 0 to n stars based on normalized scores of calculated rating scoresassociated with responses from said customer to one or more markedquestions on said first survey request or said second follow-up surveyrequest, where n is an integer; (j) transmits the normalized scores ofcalculated rating scores associated with responses from said customer toone or more marked questions on said first survey request or said secondfollow-up survey request to a website, electronic bulletin board, orchat room for posting; (k) transmits social media links to the customerwith the normalized scores of calculated rating scores associated withresponses from said customer to one or more marked questions on saidfirst survey request or said second follow-up survey request.

Further recited is a home agent on the home network coupled to saidfirst computer server, said home agent has processors that: (a) controlreceipt of one or more communications from said first mobile unit, (b)manage the processing and evaluation of said one or more communications;(c) controls the transmission of said first survey request to saidmobile unit and said second follow-up survey request to said secondmobile unit; (d) controls the receipt and routing of said first set ofcustomer experience feedback responses from said first survey requestfrom said mobile unit; (e) controls the receipt and routing of saidsecond set of customer experience feedback responses from said secondfollow-up survey request from said first mobile unit; (f) controls thetransmission of real-time notifications to said predetermined personnel;and, (g) controls the transmission of a reminder message for a follow-upsurvey request.

Also recited is a first database memory storage unit coupled to saidhome agent and first computer server on said home network, said firstdatabase memory storage unit maintaining information related to thecustomer and personnel at the home network, said first database memorystorage unit having information regarding trends relating to customerexperience feedback, and, a transceiver subsystem is coupled to saidhome network through a first gateway providing a communicationsinterface for communications between the home network and said firstmobile unit, said transceiver subsystem receives and transmitscommunications between said home network and said mobile unit.

BRIEF DESCRIPTION OF THE DRAWINGS

The objects and features of the invention will become more readilyunderstood from the following detailed description and appended claimswhen read in conjunction with the accompanying drawings in which likenumerals represent like elements and in which:

FIGS. 1A-1C are block diagrams showing system components used with thepresent invention,

FIGS. 2, 2A-2G are flowcharts and block diagrams showing the operationand configuration of the present invention,

FIGS. 3A-3C, 3C1, 3C2, 3D, 3E, 3F, 3G and 3H are screen displays fordifferent types of mobile units as generated according to the presentinvention,

FIG. 4 is a diagram illustrative of message flows and communicationlinks used in the present invention,

FIGS. 5A-5D, 5D1, 5D2, 5E, 5E1, 5E2, 5F, 5F1, 5F2, 5G, 5H, 5I, 5J, 5K,5L, 5M, 5M1 and 5N show the screen displays for a mobile unit or adesktop unit as generated according to the present invention,

FIGS. 6A, 6B, 6B1, 6C, 6D, 6D1, 6D2, 6D3, 6D4-1, 6D4-2, 6E, 6F, 6G1,6G2, 6G3, 6G4, 6H, 6H1, 6I1, 6I2, 6I3, 6I4, 6J, 6J1, 6J2, 6K, and 6Lshow the screen displays for a mobile unit or a desktop unit asgenerated according to the present invention; and,

FIGS. 7A1, 7A2, 7B, 7C, 7D, 7E, 7F and 7G show the screen displays for amobile unit or a desktop unit as generated according to the presentinvention.

FIGS. 8A, 8B and 8C show a screen compilation of data in a DCS Liverecord.

The objects and features of the invention will become more readilyunderstood from the following detailed description and appended claimswhen read in conjunction with the accompanying drawings in which likenumerals represent like element.

DETAILED DESCRIPTION

The present invention in FIGS. 1A-1C is a specialized hardwareprocessor-based system and method, which includes specialized dataprocessor and storage readable medium and subprograms that are notavailable in a generic computer device, even though a user/provideraccesses the system through a standard web browser on a computing deviceor client connected to the Internet or single or multi-tier network. Thesystem and method provides a graphical user interface (GUI) by a contentserver, which is hardware or a combination of both hardware andsoftware.

A user, such as a customer or a customer service provider, can be givenremote access through the GUI to view or update information aboutcustomer service experience and feedback, communications relating tothat experiential feedback, and communications regarding any resolutionof an adverse customer service experience using a local device (e.g., apersonal data processor and storage or wireless handheld device). When auser wants to update the records, the user can input the update in anyformat used by the user's local device.

The present invention is a system comprising a hardware data processorcoupled to a plurality of non-transitory storage devices and one or moreinput/output ports coupled to one or more input/output devices, saidhardware data processor capable of execution of one or more subprograms,said hardware data processor receives through said input/output portcustomer service information describing work performed, satisfaction ofthe customer, issues with customer service provided, and resolution ofany such issues, said hardware data processor execution a firstsubprogram that converts said customer service information into astandardized data format using a hardware data processor coupled to aplurality of non-transitory storage devices, said hardware dataprocessor stores said customer service information in said standardizedformat in one or more of said plurality of non-transitory storagedevices; and said hardware data processor transmits an electroniccommunication through said input/output ports to one or more customers,facility personnel and/or customer service facilities about saidcustomer service information stored in said standardized format in oneor more of said plurality of non-transitory storage devices.

The file data storage system and method, as well as the standardizationof formatted customer service information, in the present inventionenhances the performance and increases the efficiency of the presentinvention over known data processor and storage methods and systemsthrough the storage of standardized formatted customer serviceinformation from input customer service information, files and customerservice information in the hardware processor-based system and methodand the use of an indexing and referential storage and specializedsubprograms that uses hardware processor-based storage devices tocollect and consolidate customer service information, files and serviceinformation provided by different sources and different formats.

Additionally, the input/output port provides remote access to saidcustomer service information via a graphical user interface coupled tosaid hardware data processor that is coupled to one or more of saidplurality of non-transitory storage devices so that said customerservice information can be accessed and modified into a modifiedcustomer service information that reflects updated customer satisfactionand/or condition; and, said hardware data processor coupled to said oneor more of said plurality of non-transitory storage devices makes afirst data modification determination by execution of a third subprogramif the customers follow-up evaluation communication exhibits apersistent customer satisfaction issue that remains to be resolved bythe service provider.

The present invention is shown by block diagrams in FIGS. 1A-1C is acommunication system supporting the processing communications between ahome agent network and one or more mobile units, where the home networkhas a home agent coupled to a computer server. The home networkprocesses communications to be transmitted and received from one or moremobile units, and a transceiver unit is coupled to say home agentnetwork for receiving and transmitting communications to said mobileunit. The home network processes communications to and from said mobileunit, and information related to the mobile nodes location and proximitycan be used to include selected communications that possess informationand data relating to specific products or ordering information. Thepresent invention correlates and associates various customer dataprovided during stages of surveys and during associated requests forfeed-back to provide integrated notifications and notices, as well asintegrated data sharing, to team members, associates, dealers,department members, and any other associated or affiliated person.

The home network can communicate via wireless transmission or a wiredcommunication link to the mobile node, the Internet, other computerservers or other foreign or associated home networks. Each of the homenetwork embodiments shown in FIGS. 1A-1C support a Wi-Fi connection (orsimilar mobile network connection) that allows the pushing of data ontothe hand-held mobile device. The invention can use the device's Wi-Fi orcellular connection to activate notification message to selectedpersonnel based on the mobile unit's geographic location or proximity tothe service provider or retail sales location.

The networks shown in FIGS. 1A-1C support the entry of customerexperience feedback into the system, which these systems conductreal-time automated filtering and evaluation of feedback entered by thecustomer as well as transmission of real-time notifications to selectedpersonnel based on feedback evaluation in a flexible messaging andworkflow system. The real-time notifications to said selected personnelinclude customer background information, survey results, serviceprovider information and services provided to the customer. Thesenetworks support the ability to obtain constructive feedback, eithergood or bad, regarding a customer's experience while the customer isstill at the service provider or retail sales location. And, if theexperience is negative, the invention embodied in these networks provideautomated evaluation and filtering of the feedback information withreal-time notifications to selected personnel so the customer's concernscan be addressed immediately so as to rectify the negative experiencewith personal attention to the consumer, and preserve the clientrelationship for the future before the customer departs from the serviceprovider or retail sales location.

Identity information relating to the customer can also be preserved inthe networks so that the customer and its location can be identified asbeing present at the service provider or retail sales location upon asubsequent visit, and real-time notifications can be sent to selectedpersonnel so that the customer experience during the subsequent visit tothat location can be enhanced in some manner or more personal attentioncan be provided to reduce the risk of a negative experience. While thepreferred embodiment describes a car dealership/service departmentscenario, the present invention could be used in any retail servicesituation (or retail sales of goods).

The following system components, steps and functionality shown in FIGS.1A-1C individually are believed to be novel and enhance the operation ofthe computer system over that of a generic computer system, includingthe components, steps and functionality relating to: (1) entry ofcustomer experience feedback into the system, (2) then, automatedevaluation and filtering of that information on a real-time base, (3)then, real-time notification of selected personnel regarding thecustomer experience feedback information prior to the customer departingthe service provider or retail sales location, where selected personnelinclude specific members of teams, users, groups or companies (e.g.higher level management), and (4) then, having one or more selectedpersonnel at the service provider or retail sales location address thecustomer's concerns to enhance the customer's evaluation of theexperience or enhance subsequent visits to the service provider orretail sales location.

Subsequently, after, step 4, the customer and its location can beidentified as being present at the service provider or retail saleslocation upon a subsequent visit, and real-time notifications can besent to selected personnel so that the customer experience during thesubsequent visit to that location can be enhanced in some manner or morepersonal attention can be provided to reduce the risk of a negativeexperience. This ordered sequence of steps 1-4, with and without theaddition of the subsequent location recognition steps, is believed to benovel in that the ordered combination of steps transforms the claimsinto patent-eligible subject matter.

In addition to the above-described invention referenced in steps 1-4(which can be referred to as the Direct Customer Survey or “DCS”), thepresent invention can be performed on the system shown in FIGS. 1A-1Cwith additional system components, steps and functionality individuallyare believed to be novel and enhance the operation of the computersystem over that of a generic computer system, including the components,steps and functionality relating to: (1) the initiation, implementationof filtering and identification of responses and survey answers from theDirect Customer Survey (DCS); (2) the initiation, implementation,execution, and operation of a Customer Response (or “CRS”) service,protocol system and method, either prompted based on responses to DCSsurvey questions, automatically initiated, or manually initiated byprogram users or service personnel; (3) the initiation, implementationof filtering and identification of responses and survey answers from theCustomer Response Service (CRS); (4) the initiation, implementation,execution, and operation of a Comments, Suggestion and Concerns (or“CSC) service, protocol system and method, either prompted based onresponses to DCS and/or CRS survey questions, automatically initiated,or manually initiated by program users or service personnel; (5) theinitiation, implementation of filtering and identification of responsesand survey answers from the Comments, Suggestion and Concerns service(CSC), and (6) the initiation, implementation, execution, and operationof an authenticated survey rating service (or “TRS”) that receivesmarked survey responses received from the filtering and identificationprotocols related to the DCS, CRS and/or CSC subsystems, adjusts thescores from those received and marked responses to a normalized measure,calculates an overall TRS rating score from the customer that isassociated with the customer's response, and transmits or posts the TRSrating to: (i) identified personnel in the business or associatedbusinesses, (ii) stakeholders or shareholders in the businesses beingevaluated, or (iii) publicly to a website, on-line bulletin boardmaintained and supported by the system, and/or a chat room maintainedand supported by the system.

The TRS rating service provides authenticated ratings from known, actualcustomers, which enhances the reliability and accuracy of the responsesover other systems that solicit and receive rating responses fromunknown sources that can provide flawed or inaccurate ratings relatingto services or products that were never actually purchased or received.The CRS system may use responses and feedback provided by the DCS systemor be executed automatically independent from such DCS feedbackresponses, or be manually executed independent from such DCS feedbackresponses. Likewise, the CSC system may use responses and feedbackprovided by the DCS and/or the CRS system or be executed automaticallyindependent from such DCS and/or CRS feedback responses, or be manuallyexecuted independent from such DCS and/or CRS feedback responses. And,TRS rating service subsystem may use filtered or identified responsesfrom one or more of the DCS system, the CRS system and/or the CSCsystem, individually or collectively. And, the CRS and/or CSC subsystemsmay act independently from each other, or alternatively, rely oninformation received from the other systems and subsystems such thateach protocol and service can be initiated and executed based onresponses received from other systems and subsystems, or automaticallyinitiated independent of other protocols/services, or manually initiatedby personnel independent of other protocols/services.

Additionally, components, functionality and steps supported by thesenetworks shown in FIGS. 1A-1C include the preparation and revision ofstandard or individualized feedback evaluation questions by authorizedusers, with flexible assignment of these evaluation questionnaires forspecific members of companies, teams, users, or groups providingservices or products or entire groups of users, teams or companies. And,the networks shown in FIGS. 1A-1C provide for the flexible assignment ofteam members, users, and companies, as well as the preparation andtransmission of messaging to entire team members, users, groups andcompanies or specific members of teams, users, companies, and groups.

These flexibly assigned team members, users and companies can receivereal-time notifications by text, email or other instant messaging, aswell as daily or periodic reports, inquiries, notifications or bulletinsto by the same message formats to improve work flow and attention to thecustomer experience. Reports can be accessed by internal users ormembers within an entity, group, dealer, department, or company; or,alternatively, reports can be accessed by external users, team members,affiliates or other persons or external companies outside the dealer,department or company so that information can be accessed on arestricted basis relating to that external user, team member, affiliateor other person or company outside the internal user, group, teammember, dealer, department or company.

Based on the evaluation and filtering of customer feedback evaluations,the networks shown in FIGS. 1A-1C provide benchmark information andtrending information that can be developed and provided in notificationsto selected personnel, including trending information regarding theperformance of individuals in a group, team, or company or entire groupsof users, teams, or companies. Such trending information can identifyindividuals or groups that are under-performing or exceeding benchmarkstandards set by management or officers of the business to that rewards,bonuses, or additional training can be provided based on those results.

Each of these additional components, functionalities and steps, whencombined with the attributes, components and steps described immediatelyabove, are considered to be novel because each individually enhances theoperation of the computer system over that of a generic computer system.Moreover, the ordered sequence of steps 1-4, with the additionalcomponents, functionalities and steps and with the addition of thesubsequent location recognition steps, is believed to be novel in thatthe ordered combination of steps transforms the claims intopatent-eligible subject matter.

With reference of FIG. 1A, the communication system 100A of the presentinvention is shown with a detailed explanation of the system componentsavailable at the home network 150 as coupled via communication line 205to the mobile radio transceiver/cellular/WIFI systems 165 as coupled tomobile node 105. The mobile node 105 includes a hand-held mobile unit105 that includes a processor, memory and a power source, as well as atransceiver and antenna 110. While a mobile unit is contemplated, laptop, fixed location computers, or computer pads can also be used insteadand freely substituted with the mobile unit 105.

The transceiver and antenna 110 supports radio transmissioncommunications link 125 to an radio transceiver antenna and transmissionnetwork 165 (e.g. Wi-Fi, cellular, GSM, Evdo, 4G/LTE, CDMA, or others),which is coupled via connection 205 to a radio transmission networkcommunication gateway 210 associated with the home network 150. Themobile hand-held unit 105 may also be connected to an outside servercomputer SRV2 185 via a separate connection 122, which can include awireless radio connection or a wireline communication system connection.The mobile hand-held unit 105 may also be connected to the Internet 175via the communication link 180 through outside server computer SRV2 185or via a separate direct connection 122, which can include a wirelessradio connection or a wireline communication system connection.

The mobile hand-held unit 105 can also be coupled to the radiotransceiver antenna 165 and a radio transmission network that is coupledto a telecommunications system that supports connectivity 122 a to theInternet 175 or another system network without interfacing directly withequipment or components in the home network 150.

The radio transmission network 210 is coupled to a base stationtransceiver unit 220 via connection 215, where the base stationtransceiver station provides an interface between radio domaincommunications and data communications carried over a telecommunicationsor network computer system. The base station transceiver unit 220 iscoupled to a gateway 230 for the network at the home network 150 viaconnection 225, which provides an interface with the network maintainedat the home network 150 or associated with the home network 150. The BTS220 may also be located remotely from the home network near the remoteradio transmission network 165 accessed by the mobile unit 105.

The gateway 230 is coupled to a home agent 240 via connection 235, wherethe home agent 240 controls communication flow and directions on thenetwork maintained at the home network 150 or in a network associatedwith the home network 150. The home agent 240 is coupled to a computerserver SRV1 250 via connection 245, which maintains past historical andpresent real-time information, software module, operations software, orother data that may be used or communicated using the invention. Theinvention contemplates centrally located servers to maintain thesoftware modules and database information at the home network 150 thatmaintain or provide access to information related to the home network150, but remotely located servers and computer networks can also beaccessed and used with the invention.

The home agent 240 is coupled to the Internet 175 via a connection 170,and the Internet 175 may be coupled to one or more servers SRV2 185 viaconnection 180. The mobile hand-held unit 105 may also be connected toSRV2 185 via a separate connection 122, which can include a wirelessradio connection or a wireline communication system connection. Adatabase 241 is coupled to the home agent 240 via communication link 242or computer server 250 via link 251 or computer server SrV2 185 directlyvia link 183 or indirectly through the Internet 175 via communicationlinks 183 a and 180. The database 241 may maintain information relatedto the customers, users, groups, team members, or companies, but itcould also maintain remote access to software modules and databaseinformation used with the software operated by the present invention aswell as database information related the business operations. While onlyone database 241 is shown, this representation is understood to includeone or more separate databases and storage locations of data andinformation.

The file data storage database 241 in FIG. 1A stores data in astandardized format for customer service information, and that format inthe present invention enhances the performance and increases theefficiency of the present invention over known data processor andstorage methods and systems through the storage of standardizedformatted customer service information from input customer serviceinformation, files and customer service information in the hardwareprocessor-based system and method and the use of an indexing andreferential storage and specialized subprograms that uses hardwareprocessor-based storage devices to collect and consolidate customerservice information, files and service information provided by differentsources and different formats.

The database 241 in the present system and method enhances theperformance and increases the efficiency of the present data processorand storage system network over known data processor and storage methodsand systems by the use of an indexing and referential storage. Thedatabase 241 is used with the specialized subprograms togenerate/transmit notifications, as well as generate/transmit andreceive customer feedback notifications and messages. The presentinvention stores data in the database 241 in a more efficient andeffective manner than previously used in other data storage systemsthrough the use of an enhanced performance data storage sub-system usinga self-referential, indexed data storage protocol and procedure thatstore all entity types in a single table after indexing is performed toprevent the creation of duplicative data entries in the data storagesub-system. The indexing protocols and procedures used in the enhanceddata storage sub-system of the present invention reviews input data(received in health level 7 or HL7 format),

The present invention's use of an enhanced performance data storagesub-system using a self-referential, indexed data storage protocol andprocedure supports record storage in a table after indexing, which alsoallows for faster searching of data stored therein compared to otherdata storage systems. Moreover, the enhanced performance data storagesub-system using a self-referential, indexed data storage protocol andprocedure in the present invention allows for more effective storage ofdata than other data storage systems, such as image and unstructureddata storage. And, the enhanced performance data storage sub-systemusing a self-referential, indexed data storage protocol and procedure inthe present invention provides for more flexibility in the configurationof the data and records stored therein over other data storage systems.

The home agent is also coupled via connection 255 to various locationsL1 256, L2 257, and L3 258 at home network 150 so that operationssoftware, data, customer evaluations, notifications or other informationcan be entered, transmitted or received on the system and controlled byusers at the business location. Customers, users and controllers at thehome network location may also access the home network 150 remotely viacommunication links and wireless communication links or mobile units.

The mobile unit 105 represents a mobile unit used by the customer toprepare and enter the customer feed-back evaluation information.Communications to the system, customer evaluation, requests forinformation, or notifications can be received by the customer fromremote access locations or the home network using the hand-held mobileunit 105 as connected to the home network 150.

The computer server SrV1 250 on the home network 150 also supports themaintenance and use of data, customer information, software modules andoperational code for the present invention, as well as maintaining thewebpages that support the applications program download for the presentinvention, and supporting the interaction of communications with themobile unit 105 and database 241. The Internet 175 can also maintainserver computers, cloud storage, or server for maintaining databaseinformation, code, software modules, or the webpages that support theapplications program download for the present invention, as well assupporting the interaction of communications with the mobile unit 105 ordatabase 241. Furthermore, home network 150 or the computer server SRV2185 can facilitate or assist with the maintenance of databaseinformation, code, software modules, or the webpages that support theapplications program download for the present invention, as well assupporting the interaction of communications with the mobile unit 105 ordatabase 241.

With reference of FIG. 1B, the communication system 100B of the presentinvention is shown with a detailed explanation of the system componentsavailable at the home network 150 as coupled via communication line 205to the mobile radio transceiver/cellular/WIFI systems 165 as coupled tomobile nodes 105, 106 and 107. The mobile nodes 105, 106, and 107includes a hand-held mobile unit 105, 106 and 107 that includes aprocessor, memory and a power source, as well as a transceiver andantenna. While a mobile unit is contemplated, lap top, fixed locationcomputers, or computer pads can also be used instead and freelysubstituted with the mobile unit 105, 106 and 107. All the other systemcomponents shown in FIG. 1B are similar to, and possess the samefunctionality, as the system components shown in FIG. 1A, which isincorporated herein by reference.

More notably, multiple mobile nodes 106 and 107 are shown connected tothe home network 150 via connections 109 and 108, respectively, to themobile radio transceiver system 165. These additional mobile nodessupport the use of the wireless communication system to multiplecustomers, or multiple team members, group members, users or employeesassociated with the company or associated with other companies owned bycommon management. The mobile units 105, 106 and 107 are mobile unitsused by customer to prepare and enter the customer feed-back evaluationinformation, but also could be mobile units used to supportcommunications to the system, customer evaluation, requests forinformation, or notifications as received by multiple customers, ormultiple team members, group members, users or employees associated withthe company or associated with other companies owned by commonmanagement.

The file data storage database 241 in FIG. 1B stores data in astandardized format for customer service information, and that format inthe present invention enhances the performance and increases theefficiency of the present invention over known data processor andstorage methods and systems through the storage of standardizedformatted customer service information from input customer serviceinformation, files and customer service information in the hardwareprocessor-based system and method and the use of an indexing andreferential storage and specialized subprograms that uses hardwareprocessor-based storage devices to collect and consolidate customerservice information, files and service information provided by differentsources and different formats.

The database 241 in the present system and method enhances theperformance and increases the efficiency of the present data processorand storage system network over known data processor and storage methodsand systems by the use of an indexing and referential storage. Thedatabase 241 is used with the specialized subprograms togenerate/transmit notifications, as well as generate/transmit andreceive customer feedback notifications and messages. The presentinvention stores data in the database 241 in a more efficient andeffective manner than previously used in other data storage systemsthrough the use of an enhanced performance data storage sub-system usinga self-referential, indexed data storage protocol and procedure thatstore all entity types in a single table after indexing is performed toprevent the creation of duplicative data entries in the data storagesub-system. The indexing protocols and procedures used in the enhanceddata storage sub-system of the present invention reviews input data(received in health level 7 or HL7 format),

The present invention's use of an enhanced performance data storagesub-system using a self-referential, indexed data storage protocol andprocedure supports record storage in a table after indexing, which alsoallows for faster searching of data stored therein compared to otherdata storage systems. Moreover, the enhanced performance data storagesub-system using a self-referential, indexed data storage protocol andprocedure in the present invention allows for more effective storage ofdata than other data storage systems, such as image and unstructureddata storage. And, the enhanced performance data storage sub-systemusing a self-referential, indexed data storage protocol and procedure inthe present invention provides for more flexibility in the configurationof the data and records stored therein over other data storage systems.

With reference of FIG. 1C, the communication system 100C of the presentinvention is shown with a detailed explanation of the system componentsavailable at the home network 150 as coupled to a second foreign network300. Apart from the system components in foreign network 300 and itsconnections to the home network 150, all the other system componentsshown in FIG. 1C are similar to, and possess the same functionality, asthe system components shown in FIG. 1A, which is incorporated herein byreference. FIG. 1C has a second home agent HA2 340 (or through a similardevice or component connection) on the foreign network 300 coupled tothe home network 150 via communication links, which can be wired orwireless connections, 170 a through the Internet 175, communication link240 a to the home agent 240, or communication link 180 a to the secondcomputer server SRV2.

With respect to FIG. 1C, foreign network 300 is coupled viacommunication line 375 to the mobile radio transceiver/cellular/WIFIsystems 365 as coupled to mobile node 305, 306 and 307. The mobile nodes305, 306 and 307 includes a hand-held mobile unit a processor, memoryand a power source, as well as a transceiver and antenna 313, 312 and311, respectively. While a mobile unit is contemplated, lap top, fixedlocation computers, or computer pads can also be used instead and freelysubstituted with the mobile unit 305, 306 and 307. The transceiver oneach mobile node 305, 306 and 307 supports radio transmissioncommunications link 310, 309 and 308 to an radio transceiver antenna andtransmission network 365 (e.g. Wi-Fi, cellular, GSM, Evdo, 4G/LTE, CDMA,or others), which is coupled via connection 375 to a radio transmissionnetwork communication gateway 310 a associated with the foreign network300.

The mobile hand-held units 305, 306 and 307 may also be connected to anoutside server computer SRV2 185 via a separate connection including awireless radio connection or a wireline communication system connection.The mobile hand-held units 305, 306 and 307 may also be connected to theInternet 175 through an outside server computer or via a separate directconnection, which can include a wireless radio connection or a wirelinecommunication system connection. The mobile hand-held units 305, 306 and307 can also be coupled to the radio transceiver antenna 365 and a radiotransmission network that is coupled to a telecommunications system thatsupports connectivity to the Internet 175 or another system networkwithout interfacing directly with equipment or components in the foreignnetwork 300.

The radio transmission network 310 s is coupled to a base stationtransceiver unit 320 via connection 315, where the base stationtransceiver station provides an interface between radio domaincommunications and data communications carried over a telecommunicationsor network computer system. The base station transceiver unit 320 iscoupled to a gateway 330 for the network at the foreign network 300 viaconnection 325, which provides an interface with the network maintainedat the foreign network 300 or another associated network. The BTS 320may also be located remotely from the foreign network near the remoteradio transmission network 365 accessed by the mobile units 305, 306 or307.

The gateway 330 is coupled to a home agent 340 via connection 335, wherethe foreign agent 340 controls communication flow and directions on thenetwork maintained at the foreign network 300 or in a network associatedwith the foreign network 300. The foreign agent 340 is coupled to acomputer server SRV3 350 via connection 345, which maintains pasthistorical and present real-time information, software module,operations software, or other data that may be used or communicatedusing the invention. The invention contemplates centrally locatedservers to maintain the software modules and database information at theforeign network 300 that maintain or provide access to informationrelated to the foreign network 300, but remotely located servers andcomputer networks can also be accessed and used with the invention.

A database 341 is coupled to the home agent 340 via communication link342 or computer server 350 via link 342 or computer server SrV3 385directly via link 351. The database 341 may maintain information relatedto the customers, users, groups, team members, or companies, but itcould also maintain remote access to software modules and databaseinformation used with the software operated by the present invention aswell as database information related the business operations. While onlyone database 341 is shown, this representation is understood to includeone or more separate databases and storage locations of data andinformation.

The file data storage databases 241 and 341 in FIG. 1A stores data in astandardized format for customer service information, and that format inthe present invention enhances the performance and increases theefficiency of the present invention over known data processor andstorage methods and systems through the storage of standardizedformatted customer service information from input customer serviceinformation, files and customer service information in the hardwareprocessor-based system and method and the use of an indexing andreferential storage and specialized subprograms that uses hardwareprocessor-based storage devices to collect and consolidate customerservice information, files and service information provided by differentsources and different formats.

The databases 241 and 341 in the present system and method enhances theperformance and increases the efficiency of the present data processorand storage system network over known data processor and storage methodsand systems by the use of an indexing and referential storage. Thedatabases 241 and 341 is used with the specialized subprograms togenerate/transmit notifications, as well as generate/transmit andreceive customer feedback notifications and messages. The presentinvention stores data in the databases 241 and 341 in a more efficientand effective manner than previously used in other data storage systemsthrough the use of an enhanced performance data storage sub-system usinga self-referential, indexed data storage protocol and procedure thatstore all entity types in a single table after indexing is performed toprevent the creation of duplicative data entries in the data storagesub-system. The indexing protocols and procedures used in the enhanceddata storage sub-system of the present invention reviews input data(received in health level 7 or HL7 format),

The present invention's use of an enhanced performance data storagesub-system using a self-referential, indexed data storage protocol andprocedure supports record storage in a table after indexing, which alsoallows for faster searching of data stored therein compared to otherdata storage systems. Moreover, the enhanced performance data storagesub-system using a self-referential, indexed data storage protocol andprocedure in the present invention allows for more effective storage ofdata than other data storage systems, such as image and unstructureddata storage. And, the enhanced performance data storage sub-systemusing a self-referential, indexed data storage protocol and procedure inthe present invention provides for more flexibility in the configurationof the data and records stored therein over other data storage systems.

The foreign agent 340 is also coupled via connection 355 to variouslocation L1 356 at foreign network 300 so that operations software,data, customer evaluations, notifications or other information can beentered, transmitted or received on the system and controlled by usersat the business location. Customers, users and controllers at the homenetwork location may also access the foreign network 300 remotely viacommunication links and wireless communication links or mobile units.

The foreign network 300 represents outside networks of associatedcompanies, teams, groups or users that interface with the home network150, and mobile units 305, 306 and 307 represent mobile units used bythe customer to prepare and enter the customer feed-back evaluationinformation. Communications to the system, customer evaluation, requestsfor information, or notifications can be received by the customer fromremote access locations or the home network using the hand-held mobileunits 305, 306 and 307 as connected to the foreign network 300.

The software routines used to support various operations on the networksshown in FIGS. 1A-1C, are shown in the flow chart diagram of FIGS. 2,2A-2G. The software modules and system software are programmed in anapplication software that can be/is utilized by the hand held orportable devices in whatever programming language the said deviceutilizes to operate the applications and then utilizes the wirelesscommunication networks(s) available to that device in that area or anyother area where the mobile units 105, 106, 107, or 305, 306 or 307,which can operate in using the functions and/or features of presentsystem. An applications program can be downloaded to the hand-heldmobile unit that supports an interface with home computer network 100 orthe foreign network 300, and the mobile unit will have access tomultiple functions and features identified above relating to the presentinvention. In the present invention, the mobile unit can include amobile phone, smartphone device, or portable computer having a wirelessradio transmission connection to the home network 150. (e.g. iPhone,Droid, iPad, Slate, etc.).

The software packages residing and operating on the home network 150,preferably the computer server SrV1 250 on the home network 150 and themobile unit 100, is a universally exportable and importable data formatpreferably employed so that data from the financial institution's coreprocessing system can be collected and maintained on database 241 in aform that can be recognized by the stand alone software package of theinvention. A preferred universally exportable and importable data formatsuch as a text file for example txt. This format is commonly used inbusiness and therefore providing software that can import data from thisformat for further analysis is cost-efficient and convenient. Thesoftware may also be provided with the capability to import data inother formats generated by the core processing unit.

As shown in FIG. 2 (DCS protocol), the user logs into the customerevaluation software system at step 201, and proceeds via step 202 tostep 203 where the cashier or other service personnel fills out the workorder or customer information. From step 203, the system proceeds tostep 208 via step 206 where the customer is asked to complete a customerevaluation of its experience at the service location or retail purchaselocation. The survey can also be transmitted to the surveyrecipient/taker in steps 212-216 by telephone calls directly to therecipient, text messages, emails, push notification alerts, websitelinks and full text, email or webpage transmissions. The processproceeds to question 212 via step 210 where the customer is acceptedwhether he wishes to provide evaluation answers. If the answer is no,the program proceeds to step 203 via process step 213 where the cashieror office personnel finalizes the paperwork for the customer, whichcompletes the service or retail transaction for the customer.

If the customer agrees to participate in the evaluation in question 212,the process proceeds to step 216 via step 214 where the customer answersvarious inquiries. The process then proceeds to question 220 via step218, where the question is asked if the customer wishes to complete theevaluation. If the answer to question 218 is no, the program proceeds tostep 203 via process step 213 where the cashier or office personnelfinalizes the paperwork for the customer, which completes the service orretail transaction for the customer.

If the answer is yes at question 220, the survey continues at step 224via step 221 with the completion of the entry of evaluation answers.Upon completion of the entry of evaluation answers by the customer instep 220, the system filters and evaluates the responses of the customerin step 224. The answers of the customer may trigger real-time alertsand notifications that are prepare for transmission via text, email orother instant messaging system to selected personnel in step 228. Thereal-time notifications to said selected personnel include customerbackground information, survey results, service provider information andservices provided to the customer. Those SMS, email or push notificationalerts can be sent to selected personnel in step 232, which is how theprogram proceeds via step 230.

The notification alerts in step 232 can include telephone calls directlyto the recipient, text messages, emails, push notification alerts,website links and full text, email or webpage transmissions. Thenotifications sent in step 232 to the users, dealers, department membersor managers, or other team members or affiliated persons may possessdata related to the survey recipient, and this data can be placed inpre-populated and existing databases on the computer systems maintainedby the users, dealers, department members or managers, or other teammembers or affiliated persons. The data related to the survey recipientcan include name, address, contact information, and information relatedto topics answered by the survey recipient regarding desires of thesurvey recipient to make purchases, preferences on product selection, orviews on desired future goods purchases or services to be provided,which can prepopulate fields in the computer systems (e.g. CRM)maintained users, dealers, department members or managers, or other teammembers or affiliated persons to alert personnel regarding the need tocontact the survey recipient or background information that can be usedwhen the survey recipient is contacted.

If the customer evaluation answers do not trigger any alerts ornotifications based on the real-time evaluation, the program proceeds tostep 203 via process step 213 where the cashier or office personnelfinalizes the paperwork for the customer, which completes the service orretail transaction for the customer. The program can also proceed fromstep 201 directly to the transmission of alerts and notifications usingstep 204.

The DCS protocol shown in the FIG. 2 system components, steps andfunctionality individually are believed to be novel and enhance theoperation of the computer system over that of a generic computer system,including the components, steps and functionality relating to: (1) entryof customer experience feedback into the system, (2) then, automatedevaluation and filtering of that information on a real-time base, (3)then, real-time notification of selected personnel regarding thecustomer experience feedback information prior to the customer departingthe service provider or retail sales location, where selected personnelinclude specific members of teams, users, groups or companies (e.g.higher level management), and (4) then, having one or more selectedpersonnel at the service provider or retail sales location address thecustomer's concerns to enhance the customer's evaluation of theexperience or enhance subsequent visits to the service provider orretail sales location.

Moreover, the steps in FIG. 2 support the initiation, implementation offiltering and identification of responses and survey answers from theDCS protocols. Subsequently, after, step 4, the customer and itslocation can be identified as being present at the service provider orretail sales location upon a subsequent visit, and real-timenotifications can be sent to selected personnel so that the customerexperience during the subsequent visit to that location can be enhancedin some manner or more personal attention can be provided to reduce therisk of a negative experience. The real-time notifications to saidselected personnel include customer background information, surveyresults, service provider information and services provided to thecustomer.

The one or more alerts are transmitted to one or more users, dealers,department members or managers, or other team members via electronicdelivery (text, email, push notification, SMS). The notification alertsidentified above can include telephone calls directly to the recipient,text messages, emails, push notification alerts, website links and fulltext, email or webpage transmissions. The alerts to one or more users,dealers, department members or managers, or other team members, can betriggered by responses that indicate assistance, at times immediateassistance, is needed to rectify impressions of the customer asexpressed in the survey responses, or the alerts can be triggered basedon responses or information provided by the survey recipient that arewithin or outside the parameters set for survey responses.

Moreover, the notifications to the users, dealers, department members ormanagers, or other team members or affiliated persons may possess datarelated to the survey recipient, and this data can be placed inpre-populated and existing databases on the computer systems maintainedby the users, dealers, department members or managers, or other teammembers or affiliated persons. The data related to the survey recipientcan include name, address, contact information, and information relatedto topics answered by the survey recipient regarding desires of thesurvey recipient to make purchases, preferences on product selection, orviews on desired future goods purchases or services to be provided,which can prepopulate fields in the computer systems (e.g. CRM)maintained users, dealers, department members or managers, or other teammembers or affiliated persons to alert personnel regarding the need tocontact the survey recipient or background information that can be usedwhen the survey recipient is contacted.

This ordered sequence of steps 1-4, with and without the addition of thesubsequent location recognition steps, is believed to be novel in thatthe ordered combination of steps transforms the claims intopatent-eligible subject matter. Based on the evaluation and filtering ofcustomer feedback evaluations, benchmark information and trendinginformation can be developed and provided in notifications to selectedpersonnel, including trending information regarding the performance ofindividuals in a group, team, or company or entire groups of users,teams, or companies. Such trending information can identify individualsor groups that are under-performing or exceeding benchmark standards setby management or officers of the business to that rewards, bonuses, oradditional training can be provided based on those results.

Each of these additional components, functionalities and steps, whencombined with the attributes, components and steps described immediatelyabove, are considered to be novel because each individually enhances theoperation of the computer system over that of a generic computer system.Moreover, the ordered sequence of steps 1-4, with the additionalcomponents, functionalities and steps and with the addition of thesubsequent location recognition steps, is believed to be novel in thatthe ordered combination of steps transforms the claims intopatent-eligible subject matter.

As shown in FIG. 2A (Customer Response Service CRS protocol), the userlogs into the customer administration site at step 233, and proceeds viastep 234 to step 235 where the user settings are implemented on themanual CRS screen. These user in step 235 can filter existing surveysand survey responses to determine what customers to send CRS customerresponse service follow-up surveys, select a specific survey or surveyquestions to send in the follow-up CRS survey, enter contact informationsuch a phone, fax, cell or email of the survey respondents, choosewhether to show final custom screen to customer, which can includesocial media, websites, advertisements, or other web content.

From step 235, the system proceeds to step 237 via step 236 where theuser is asked if the user wishes to schedule a CRS customer responseservice. If the answer is “no,” the program proceeds to step 244 viaprocess step 239 where the user continues from the CRS routine protocolsto other subsystem or system operations. If the answer to the query atstep 236 is “yes,” the program proceeds to step 240 via step 238 wherethe user can schedule the CRS customer response service follow-up surveymanually on the tablet or other computing device (e.g. cell phone,tablet, laptop, desktop computer). In step 240, the user can immediatelysend the CRS customer response service follow-up survey to the customer,or send it at a later time/date or day using present or manually inputoptions, or set a specific time/day/date when the CRS customer responseservice follow-up survey will be sent to the customer.

The user can also set custom settings to determine whether the CRScustomer response service follow-up survey is automatically sent or sentvia a survey application program, and these options (as well as otheroptions) can be dictated based on the responses to the survey providedby the customer in the DCS protocol steps (FIG. 2), which are answersthat can be filtered and analyzed to set these CRS customer responseservice follow-up survey options. Moreover, if a DCS survey wasinitially declined, the CRS customer response service follow-up surveyprotocols can be set to send that customer a CRS customer responseservice follow-up survey. Further, the user in step 240 can set theinterval to wait before the CRS customer response service follow-upsurvey is sent to the customer, and whether that CRS customer responseservice follow-up survey includes a custom final screen based on thecustomer's answers provided in the DCS protocol and/or the CRS protocol.

The system proceeds from step 240 to step 242 via step 241 where thesystem transmits the CRS customer response service follow-up survey tothe customer, and the system proceeds therefrom to the continue step 244via step 243. The continue step 244 proceeds to step 245 in FIG. 2Bwhere the customer receives the CRS customer response service follow-upsurvey via email, text message, or other electronic transmission. Thesurvey can also be transmitted to the survey recipient/taker in steps242-245 by telephone calls directly to the recipient, text messages,emails, push notification alerts, website links and full text, email orwebpage transmissions.

The CRS customer response service follow-up survey and/or message issent to the customer fully customized by the dealer/department/userregardless of the manner of transmission, such as by email, text orother electronic transmission. The CRS customer response servicefollow-up survey can include user selected parameters and surveyquestions based on prior responses received from the DCS protocol shownin FIG. 2 or other existing survey or customer information on file, anda unique URL link can be provided in the CRS customer response servicefollow-up survey to the customer.

The system proceeds from step 245 to step 247 via step 246, where thecustomer answers the survey questions posed in the CRS customer responseservice follow-up survey received by that customer in step 245. Thecustomer can answer the CRS customer response service follow-up surveyquestions directly from the electronic transmission or the customer mayopen a dedicated webpage, a URL or other computer link (e.g. third partyor user supported survey application) that supports the presentation andreceipt of answers to the CRS customer response service follow-up surveyquestions. The number of questions, text font and size, and the formatof the CRS customer response service follow-up survey questions can beadjusted, modified and customized by the user, dealer or department.

In step 247, the customer answers the CRS customer response servicefollow-up survey questions, and the system proceeds to step 249 via step248 where the query is asked “did the customer complete the survey?”. Ifthe answer is “no,” the system proceeds to step 251 via step 250 wherethe user continues from the CRS routine protocols to other subsystem orsystem operations, the system continues to wait on the customer tocomplete the survey, or queries are made of the customer to inquire ifhe or she would like to complete the survey. If the answer is “yes” tothe query in step 249, the user has completed the survey and the systemproceeds to step 253 via step 252 where the data provided by thecustomer in the CRS customer response service follow-up survey isanalyzed, processed and filtered for content. The filtering, processingand analysis of the data provided by the customer in the CRS customerresponse service follow-up survey questions is dictated by the user,dealer, or department.

After the data retrieved from the CRS customer response servicefollow-up survey questions is processed, filtered and analyzed by thesystem in step 253, the system proceeds to step 255 via step 254 wherethe system triggers alerts (text, email, push, other electronicnotification) to be sent and transmitted to one or more selected users,dealers, department members or managers, or other team members based onthe content of the customer's responses to CRS customer response servicefollow-up survey questions.

If the answer to this query in step 255 is “yes,” the program proceedsto step 261 where the one or more alerts are transmitted to one or moreusers, dealers, department members or managers, or other team membersvia electronic delivery (text, email, push notification, SMS). Thenotification alerts in step 261 can include telephone calls directly tothe recipient, text messages, emails, push notification alerts, websitelinks and full text, email or webpage transmissions. The notificationssent in step 261 to the users, dealers, department members or managers,or other team members or affiliated persons may possess data related tothe survey recipient, and this data can be placed in pre-populated andexisting databases on the computer systems maintained by the users,dealers, department members or managers, or other team members oraffiliated persons. The data related to the survey recipient can includename, address, contact information, and information related to topicsanswered by the survey recipient regarding desires of the surveyrecipient to make purchases, preferences on product selection, or viewson desired future goods purchases or services to be provided, which canprepopulate fields in the computer systems (e.g. CRM) maintained users,dealers, department members or managers, or other team members oraffiliated persons to alert personnel regarding the need to contact thesurvey recipient or background information that can be used when thesurvey recipient is contacted.

The alerts to one or more users, dealers, department members ormanagers, or other team members, can be triggered by responses thatindicate assistance, at times immediate assistance, is needed to rectifyimpressions of the customer as expressed in the survey responses, or thealerts can be triggered based on responses or information provided bythe survey recipient that are within or outside the parameters set forsurvey responses.

Each question in the CRS customer response service follow-up survey canbe associated with a set of rules or parameters that can be set up toinclude various combinations of answers, users, team members, alertnotification recipients, previous survey question responses, date/time,as well as other information, data or associations to other questions,customers, team members, dealers or departments. Responses outsidenormal responses, or within certain other parameters for a response, caninitiate a trigger to transmit an alert via electronic transmission toone or more users, dealers, department members or managers, or otherteam members. Depending on the responses given to survey questions, theprogram may also proceed from step 255 to step 257 via step 256 whereresponses to the survey are transmitted to the TRS Rating serviceprotocol, which is shown in FIGS. 2E-2G.

If the answer to this query in step 255 is “no,” the program proceeds tostep 259 via step 256 where the program proceeds to step 263 via 262 inFIG. 2C. In step 263, the customer is sent a thank you message forparticipating in the CRS customer response service follow-up survey. Thethank you message can be a simple thank you message or a custom finalscreen based on the user's selections for the final screen, which areset before sending the CRS customer response service follow-up survey.

After step 263, the program proceeds to step 265 via step 264 where thefinal customer screen presents a question if any of the customer'sresponses to the CRS customer response service follow-up survey triggersending social media links to the customer. If the answer to the queryin step 265 is “yes,” the program proceeds to step 269 via step 268where the social media links are transmitted to the customer. Socialmedia links can include the TRS Rating service, or other chatrooms orcommunication platforms maintained and serviced by the program, user,dealer, or team member, or maintained and serviced by a third party. Thelinks can also be transmitted to the customer in step 268 by telephonecalls directly to the recipient, text messages, emails, pushnotification alerts, website links and full text, email or webpagetransmissions.

Alternatively, the system may also provide the social media links in thethank you message for the customer to access. After step 269, theprogram proceeds to step 271 via step 270 where the program continues.If the answer to the query in step 265 is “no,” the program proceeds tostep 267 via step 266 where the program continues. If the programproceeds to step 271, based on the customer's responses to the precedingquestions, the system may send a CRS reminder to the customer's email ormobile device about a future survey from the business or a relatedbusiness, such as a manufacturer. This reminder, fully configurable bythe Business, can be sent at a specified time interval depending on howthe CRS questions are answered. If the system sends a CRS reminder, theprogram proceeds to step 271 b via step 271 a. If a CRS reminder is notsent, the program proceeds to step 271 d via step 271 c.

The CRS protocols shown in the FIG. 2A-2C system components, steps andfunctionality individually are believed to be novel and enhance theoperation of the computer system over that of a generic computer system,including the components, steps and functionality relating to: (1) theinitiation, implementation, execution, and operation of a CustomerResponse (or “CRS”) service, protocol system and method, either promptedbased on responses to DCS survey questions, automatically initiated, ormanually initiated by program users or service personnel, and, (2) theinitiation, implementation of filtering and identification of responsesand survey answers from the Customer Response Service (CRS). Thesequence of steps ordered in Customer Response Service (“CRS”), alone orin combination with the additional system components, steps andfunctionality individually associated with the Direct Customer Survey or“DCS” are believed to be novel in that the ordered combination of stepstransforms the claims into patent-eligible subject matter, and arebelieved to be novel and enhance the operation of the computer systemover that of a generic computer system, as well as the initiation,implementation of filtering and identification of responses and surveyanswers from the DCS and CRS protocols, as well as other subsystems andprotocols in the system.

The one or more alerts are transmitted to one or more users, dealers,department members or managers, or other team members via electronicdelivery (text, email, push notification, SMS). The notification alertsidentified above can include telephone calls directly to the recipient,text messages, emails, push notification alerts, website links and fulltext, email or webpage transmissions. The alerts to one or more users,dealers, department members or managers, or other team members, can betriggered by responses that indicate assistance, at times immediateassistance, is needed to rectify impressions of the customer asexpressed in the survey responses, or the alerts can be triggered basedon responses or information provided by the survey recipient that arewithin or outside the parameters set for survey responses.

Moreover, the notifications to the users, dealers, department members ormanagers, or other team members or affiliated persons may possess datarelated to the survey recipient, and this data can be placed inpre-populated and existing databases on the computer systems maintainedby the users, dealers, department members or managers, or other teammembers or affiliated persons. The data related to the survey recipientcan include name, address, contact information, and information relatedto topics answered by the survey recipient regarding desires of thesurvey recipient to make purchases, preferences on product selection, orviews on desired future goods purchases or services to be provided,which can prepopulate fields in the computer systems (e.g. CRM)maintained users, dealers, department members or managers, or other teammembers or affiliated persons to alert personnel regarding the need tocontact the survey recipient or background information that can be usedwhen the survey recipient is contacted.

As shown in FIG. 2D (Comments, Suggestions, Concerns CSC protocol), theuser sets up a portal, URL, website or other platform to receivecustomer comments, suggestions, or concerns at step 272. The URLestablished by the user can be a unique and different URL or otherportal based on the particular marketing or promotion campaign being runat the time, or can be an established URL or portal that is used by thedealer, department, service center, member or affiliated party withoutregard to any particular marketing campaign. The marketing campaigns canbe more effectively tracked for reporting purposes back to the dealer,department, service center, member or affiliated party. The marketingcampaign being run by the dealer, department, service center, member oraffiliated party can include waiting rooms, chat rooms, websites,business card transmittal, or third party referrals. Reports can beaccessed by internal users or members within an entity, group, dealer,department, or company; or, alternatively, reports can be accessed byexternal users, team members, affiliates or other persons or externalcompanies outside the dealer, department or company so that informationcan be accessed on a restricted basis relating to that external user,team member, affiliate or other person or company outside the internaluser, group, team member, dealer, department or company.

The system proceeds from step 272 to step 273 b via step 273 a where thecustomer encounters, enters or signs onto the portal, URL, website orother platform to receive customer comments, suggestions, or concerns,which was set up by the user in step 272. The URL or survey can betransmitted to customer in steps 272-273 b by telephone calls directlyto the recipient, text messages, emails, push notification alerts,website links and full text, email or webpage transmissions. Thecustomer encounters a unique URL or portal, or can be provided with alink to the URL or portal.

Moreover, the link can be automatically accessed by clicking on thelink, or the customer may type in the link to a laptop, pad, mobilephone or desktop computer. As part of step 273 a, the customer enterstheir name, describes their comments, suggestions or concerns, answersany predetermined questions posed by the user, and designates theirresponse urgent or not urgent. Customers can also direct their comments,suggestions or concerns to select individuals, dealers, departments orteam members, such as being able to identify or designate one or moreteam members to receive the comments, suggestions or concerns entered onthe CSC portal or URL, if that information is made available to thecustomer.

After step 273 b, the program proceeds to step 276 via step 275, wherethe program inquires if the customer has completed their entry ofcomments, suggestions, or concerns on the established portal, URL,website or other platform to receive customer comments, suggestions, orconcerns. If the answer is “no” at step 276 that the customer has notcompleted their entry of comments, suggestions or concerns, the programproceeds to step 278 via step 277 where the program waits a certainperiod of time before repeating the step 276 query, which gives thecustomer an opportunity to complete their entry of comments, suggestionsor concerns. At step 278, if it is determined that a time period hasexpired or that a predetermined number of query cycles have occurred,the program will continue on with other operations in step 278.

If the answer is “yes” that comments, suggestions or concerns of thecustomer have been completed and entered to the customer's satisfaction,the program will proceed to step 280 via step 279 where the customercomments, suggestions and concerns are processed by the system andfiltered by the rules and guidelines established by the user on thesystem. Each question answered on the CSC comments, suggestions andconcerns portal, website, URL or platform by the customer can beassociated with a set of rules or parameters that can be set up toinclude various combinations of answers, users, team members, alertnotification recipients, previous survey question responses, date/time,as well as other information, data or associations to other questions,customers, team members, dealers or departments. Responses to thequestions posed in the CSC comments, suggestions and concerns portal,website, URL or platform that are outside normal responses, or withincertain other parameters for a response, can initiate a trigger totransmit an alert via electronic transmission to one or more users,dealers, department members or managers, or other team members.

After processing of the comments, suggestions and concerns entered bythe customer in step 280, the system proceeds to step 281 a where theprogram questions whether any of the customer's comments, suggestions orconcerns entered onto the portal, web site, URL or platform servicefollow-up survey will initiate a trigger alert to an appropriate teammember, dealer, department, team member or associated person. After thecomments, suggestions or concerns entered by the customer are processed,filtered and analyzed by the system in step 280 and if determined tomerit a trigger alert in step 281 a, the system proceeds to step 289 viastep 288 where the system triggers alerts (text, email, push, otherelectronic notification) to be sent and transmitted to one or moreselected users, dealers, department members or managers, or other teammembers based on the content of the customer's responses to questionspresented on the CSC comments, suggestions and concerns portal, website,URL or platform.

In step 289, one or more alerts are transmitted to one or more users,dealers, department members or managers, or other team members viaelectronic delivery (text, email, push notification, SMS). Thenotification alerts in step 289 can include telephone calls directly tothe recipient, text messages, emails, push notification alerts, websitelinks and full text, email or webpage transmissions. The notificationssent in step 289 to the users, dealers, department members or managers,or other team members or affiliated persons may possess data related tothe survey recipient, and this data can be placed in pre-populated andexisting databases on the computer systems maintained by the users,dealers, department members or managers, or other team members oraffiliated persons. The data related to the survey recipient can includename, address, contact information, and information related to topicsanswered by the survey recipient regarding desires of the surveyrecipient to make purchases, preferences on product selection, or viewson desired future goods purchases or services to be provided, which canprepopulate fields in the computer systems (e.g. CRM) maintained users,dealers, department members or managers, or other team members oraffiliated persons to alert personnel regarding the need to contact thesurvey recipient or background information that can be used when thesurvey recipient is contacted.

The alerts to one or more users, dealers, department members ormanagers, or other team members, can be triggered by responses thatindicate assistance, at times immediate assistance, is needed to rectifyimpressions of the customer as expressed in the survey responses, or thealerts can be triggered based on responses or information provided bythe survey recipient that are within or outside the parameters set forsurvey responses. After alerts are sent and transmitted, the programproceeds from step 289 to step 287 via step 290.

Depending on the responses given to questions posed in the CSC comments,suggestions and concerns portal, website, URL or platform, the programmay also proceed from step 281 a to step 283 via step 282 whereresponses to the survey are transmitted to the TRS Rating serviceprotocol, which is shown in FIGS. 2E-2G. The TRS Rating service can belinked to other chatrooms or communication platforms maintained andserviced by the program, user, dealer, or team member, or maintained andserviced by a third party.

If the answer to this query in step 281 a is “no,” the program proceedsto step 285 via step 284 where the program continues to proceed withother subsystems and protocol and proceeds to step 287 via step 286where the customer can view the final screen on the CSC comments,suggestions and concerns portal, website, URL or platform. On this finalscreen, the customer can be sent a thank you message for participatingin the CRS customer response service follow-up survey. The thank youmessage can be a simple thank you message or a custom final screen basedon the user's selections for the final screen, which are set before thecustomer enters the CSC comments, suggestions and concerns portal,website, URL or platform.

The CSC protocols shown in the FIG. 2D system components, steps andfunctionality individually are believed to be novel and enhance theoperation of the computer system over that of a generic computer system,including the components, steps and functionality relating to: (1) theinitiation, implementation, execution, and operation of a Comments,Suggestion and Concerns (or “CSC) service, protocol system and method,either prompted based on responses to DCS and/or CRS survey questions,automatically initiated, or manually initiated by program users orservice personnel; and (2) the initiation, implementation of filteringand identification of responses and survey answers from the Comments,Suggestion and Concerns service (CSC).

The sequence of steps ordered in Comments, Suggestion and Concernsservice (“CSC”), alone or in combination with the additional systemcomponents, steps and functionality individually associated with theCustomer Response Service (“CRS”), and the Direct Customer Survey (or“DCS”) are believed to be novel in that the ordered combination of stepstransforms the claims into patent-eligible subject matter, and arebelieved to be novel and enhance the operation of the computer systemover that of a generic computer system, as well as the initiation,implementation of filtering and identification of responses and surveyanswers from the DCS, CRS and/or CSC systems.

The one or more alerts are transmitted to one or more users, dealers,department members or managers, or other team members via electronicdelivery (text, email, push notification, SMS). The notification alertsidentified above can include telephone calls directly to the recipient,text messages, emails, push notification alerts, website links and fulltext, email or webpage transmissions. The alerts to one or more users,dealers, department members or managers, or other team members, can betriggered by responses that indicate assistance, at times immediateassistance, is needed to rectify impressions of the customer asexpressed in the survey responses, or the alerts can be triggered basedon responses or information provided by the survey recipient that arewithin or outside the parameters set for survey responses.

Moreover, the notifications to the users, dealers, department members ormanagers, or other team members or affiliated persons may possess datarelated to the survey recipient, and this data can be placed inpre-populated and existing databases on the computer systems maintainedby the users, dealers, department members or managers, or other teammembers or affiliated persons. The data related to the survey recipientcan include name, address, contact information, and information relatedto topics answered by the survey recipient regarding desires of thesurvey recipient to make purchases, preferences on product selection, orviews on desired future goods purchases or services to be provided,which can prepopulate fields in the computer systems (e.g. CRM)maintained users, dealers, department members or managers, or other teammembers or affiliated persons to alert personnel regarding the need tocontact the survey recipient or background information that can be usedwhen the survey recipient is contacted.

As shown in FIG. 2E (TRS rating service subsystem), the user starts theprotocol program at step 291 where the user designates one or morequestions from the DCS, CRS and/or CSC surveys as TR Rating surveyquestions. The marking of the TR Rating survey questions and request touse the TR rating service subsystem can be made at any time, and can beapplied to any responses given for any time frame if the responses aremaintained in the system. After designating those DCS, CRS and/or CSCsurvey questions as TR Rating survey questions in step 291, the programproceeds to step 293 via step 292 where a score or value is assigned tothe responses from each TR Rating survey question designated in step291.

After the TR Rating questions are assigned a value or score in step 293,the program proceeds to the query in step 295 via step 294, where theprogram asks whether the user wants the value or score assigned to theTR Rating questions to normalized and adjusted to a normalized value. Ifthe answer to the question in step 295 is “no,” the program proceeds tostep 299 via step 298 where the score or value assigned to the responsesfrom each TR Rating survey question are used without being adjusted to anormalized value or normalized in any manner, which makes them raw TRscores.

If the answer to the question in step 295 is “yes,” the program proceedsto step 297 via step 296 where the scores and values assigned to theresponses from each TR Rating survey question is normalized and adjustedbased on a predetermined “x” value, which provides weighting oradjusting to certain answers or divides all the scores by an “x” valueto obtain an average rating score or weights certain answers and dividesto obtain a weighted average rating score using the values and scoresfrom the assigned responses to the TR Rating questions. Certainresponses may be viewed as more important or less important to show theoverall customer satisfaction with the service or products, which maydictate how the scores are weighted and averaged to obtain a normalizedand adjusted TR Rating score.

Once normalized in step 297, the program proceeds to step 301 via step302 where the TR rating score is output to the recipient for use inanother program, subprogram or application. The TR rating score may bethe normalized value rating score resulting from the normalization(weightings, averaging) done in step 297 if normalization is desired bythe user or the raw TR scores if no adjusting or normalization isdesired by the user in step 299, the program proceeds to step 301 via300 b.

After step 301, the program proceeds to step 304 via step 303 where theTR Rating score output in step 301 is provided to platforms, URL,website, bulletin boards or other electronic rating systems, eithermaintained and supported by the user or another party, as designated bythe user, dealer, department, team member or associate to receive suchinformation. The TR Rating score output from step 301 can be some or allof the information posted on the recipient platform, URL, website,bulletin board or other electronic rating systems, either maintained andsupported by the user or another party. Other input and informationdeveloped or received in step 308 b may also be transmitted to theplatforms, URL, bulletin boards or other electronic rating systems,which are maintained and supported by the user or another party in step304 via step 307 b, with this other input and information may bedisplayed thereon or used internally in the system.

After step 301, the program also proceeds to step 305 b via step 303where the TR Rating score output in step 301 is provided to aspecialized TR Rating platform, URL, website, bulletin board or otherelectronic rating systems maintained and supported by a TR Ratingservice, the user or a third party for the benefit of the user, asdesignated by the user, dealer, department, team member or associate toreceive such information. The TR Rating score output from step 301 canbe some or all of the information posted on the specialized TR Ratingplatform, URL, website, bulletin board or other electronic ratingsystem. Other input and information developed or received in step 308 bmay also be transmitted to the specialized TR Rating platform, URL,electronic bulletin board or other electronic rating system, eithermaintained and supported by a TR Rating service, the user or anotherparty in step 305 b via step 307 b, with this other input andinformation may be displayed thereon or used internally in the system.

After step 301, the program also proceeds to step 306 b via step 303where the TR Rating score output in step 301 is provided to an internalor external dashboard, platform, URL, website, bulletin board or otherelectronic rating systems maintained and supported by a dealer,department, team member or associate, a third party for the benefit ofthose parties, as designated by the user, dealer, department, teammember or associate to receive such information. The TR Rating scoreoutput from step 301 can be some or all of the information posted on theinternal or external dashboard, platform, URL, website, bulletin boardor other electronic rating systems maintained and supported by a dealer,department, team member or associate, a third party for the benefit ofthose parties. Other input and information developed or received in step308 b may also be transmitted to the internal or external dashboard,platform, URL, website, bulletin board or other electronic ratingsystems in step 305 b via step 307 b, with this other input andinformation may be displayed thereon or used internally in the system.

As shown in FIG. 2F (TRS rating service subsystem), the user continuesthe protocol program at step 309 b where the user designates one or morequestions from the DCS, CRS and/or CSC surveys as TR comment surveyquestions. The marking of the TR comment survey questions and request touse the TR rating service subsystem can be made at any time, and can beapplied to any responses given for any time frame if the responses aremaintained in the system. After designating those DCS, CRS and/or CSCsurvey questions as TR comment questions in step 309 b, the programproceeds to step 311 b via step 310 b where the dealer, department, teammember or associated party is asked whether it wants to manuallytransfer answers to TR comment questions to the TRS Rating service URL(step 305 b), the other platform (step 304), or the dealer dashboard(step 306 b) as described above for disclosure or use by that system.

If the answer in step 311 b is “no,” the TRS rating service protocolwill proceed to step 317 via step 316 to a question step where the rulesset by the user are analyzed to determine whether the rule settingspermit the answer to the TR comment questions to be transferred to theTRS Rating service URL (step 305 b), the other platform (step 304), orthe dealer dashboard (step 306 b) as described above for disclosure oruse by that system. If the answer to step 317 is “no,” the TRS ratingservice protocol proceeds to step 319 via step 318 where the system doesnot transfer the chosen responses to the TR comments question to TRSRating service URL (step 305 b), the other platform (step 304), or thedealer dashboard (step 306 b) as described above for disclosure or useby that system, and the other protocol and subsystems continue to beexecuted.

If the answer to step 311 b or step 317 is “yes,” the TRS rating serviceprotocol will proceed via steps 312 b and 315 b, respectively, to step313 b where the response to the TR comment question is transmitted andreceived by the TRS Rating service URL (step 305 b), the other platform(step 304), or the dealer dashboard (step 306 b) as described above fordisclosure or use by that system. After step 313 b, the TRS ratingservice protocol proceeds to step 320 b via step 314 where responses toTR comment questions can be removed based on the rules set by the useror the TRS Rating service URL (step 305 b), the other platform (step304), or the dealer dashboard (step 306 b) as described above fordisclosure or use by that system.

Following step 320 b, the TR rating service protocol proceeds to step322 via step 321 where any unremoved responses to TR comment questionsare screened for any objectionable comments or language.

After step 322, the TR rating service protocol proceeds to step 324where widgets or specialized applications and tools can be accessed bythe user of the TRS rating service, or the dealer, department, teammember or associated party if they are given access to the TRS Ratingservice URL (step 305 b), the other platform (step 304), or the dealerdashboard (step 306 b) as described above for disclosure or use by thatsystem. These widgets or specialized applications can be accessed viastep 325 to step 326 for current TR Ratings, step 327 for history, step328 for summary of comments, step 329 for anonymized comments, or 330 bfor dealer/distributor information. After step 324, the TR ratingservice protocols proceed to step 322 where the TR Rating scores areconverted from one submitted format into a one to five star rating(could be “x” star rating, where “x” is a whole number of 1 or more)based on the level of satisfaction evidenced in the response provided bythe customer.

As shown in FIG. 2G (TRS rating service subsystem), the TRS Ratingservice URL (step 305 b), the other platform (step 304), or the dealerdashboard (step 306 b) as described above for disclosure or use by thatsystem can be accessed in step 335 b. From step 335 b, the dealers canaccess the TRS Rating service URL (step 305 b), the other platform (step304), or the dealer dashboard (step 306 b) via step 336 in step 337 fordealer 1, or in step 338 for dealer 2, or in step 339 for dealer 3, orin step 340 b for dealer 4, or in step 341 b for dealer 5, or step 342 bfor other dealers. By dealer, the system may also interchange a dealerwith a department, user, associate, team member, or other party.

In step 335 b, for each TRS Rating service URL (step 305 b), the otherplatform (step 304), or the dealer dashboard (step 306 b) as describedabove for disclosure or use by that system, the following information,applications and inputs can be accessed (as shown for example in step337 for dealer 1) via step 343 including: name at 344, address at 345 b,directions at 346, contact information at 347, hours of operation at349, current TR Rating score at 350, historical TR Rating score at 351,anonymized comments/review at 352, and sort/search applications at 353.Other information can be added or modified from the above listing, andsimilar information, applications and inputs can be accessed by theother dealers 2 to x in steps 338-342 b as described above.

The TRS rating service protocols shown in the FIG. 2E-2G systemcomponents, steps and functionality individually are believed to benovel and enhance the operation of the computer system over that of ageneric computer system, including the components, steps andfunctionality relating to: (1) the initiation, implementation,execution, and operation of an authenticated survey rating service (or“TRS”) that receives marked survey responses received from the filteringand identification protocols related to the DCS, CRS and/or CSCsubsystems, adjusts the scores from those received and marked responsesto a normalized measure, calculates an overall TRS rating score from thecustomer that is associated with the customer's response, and transmitsor posts the TRS rating to: (i) identified personnel in the business orassociated businesses, (ii) stakeholders or shareholders in thebusinesses being evaluated, or (iii) publicly to a website, on-linebulletin board maintained and supported by the system, and/or a chatroom maintained and supported by the system.

The sequence of steps ordered in TRS authenticated survey ratingservice, alone or in combination with the additional system components,steps and functionality individually associated with the CustomerResponse Service (“CRS”), the Comments, Suggestion and Concerns service(“CSC”), and the Direct Customer Survey or “DC S” are believed to benovel in that the ordered combination of steps transforms the claimsinto patent-eligible subject matter, and are believed to be novel andenhance the operation of the computer system over that of a genericcomputer system, as well as the initiation, implementation of filteringand identification of responses and survey answers from the DCS, CRSand/or CSC systems.

The one or more alerts are transmitted to one or more users, dealers,department members or managers, or other team members via electronicdelivery (text, email, push notification, SMS). The notification alertsidentified above can include telephone calls directly to the recipient,text messages, emails, push notification alerts, website links and fulltext, email or webpage transmissions. The alerts to one or more users,dealers, department members or managers, or other team members, can betriggered by responses that indicate assistance, at times immediateassistance, is needed to rectify impressions of the customer asexpressed in the survey responses, or the alerts can be triggered basedon responses or information provided by the survey recipient that arewithin or outside the parameters set for survey responses.

Moreover, the notifications to the users, dealers, department members ormanagers, or other team members or affiliated persons may possess datarelated to the survey recipient, and this data can be placed inpre-populated and existing databases on the computer systems maintainedby the users, dealers, department members or managers, or other teammembers or affiliated persons. The data related to the survey recipientcan include name, address, contact information, and information relatedto topics answered by the survey recipient regarding desires of thesurvey recipient to make purchases, preferences on product selection, orviews on desired future goods purchases or services to be provided,which can prepopulate fields in the computer systems (e.g. CRM)maintained users, dealers, department members or managers, or other teammembers or affiliated persons to alert personnel regarding the need tocontact the survey recipient or background information that can be usedwhen the survey recipient is contacted.

The evaluation information screen displays presented to the customer areshown in FIGS. 3A-3C, 3C1, 3C2, 3D, 3E, 3F 3G and 3H, which include theentry of customer contact information 354 on the login screen shown onFIG. 3A, a department selection 357 as utilized by the customer onscreen shown on FIG. 3B.

FIGS. 3C, 3C1 and 3C2 show some options available for DCS start surveypages. Pages are customizable for specific business needs. Ticketinformation 358, advisor and cashier information 359, and vehicledelivery mode 360, with a start survey button and declined survey optionon the screen shown on FIG. 3C. As shown on FIG. 3C1, a servicedepartment input screen is shown with RO #366, customer name and ID 369,contact information (email, cell phone) 364, customized 1 and 2 inputs363, advisor and cashier identification fields 362, active and valetdelivery designations 361, start button, declined survey option andstart instructions 367 shown thereon. As shown on FIG. 3C2, a servicedepartment input screen is shown with RO # and optional lookup button366 a, customer name and ID 369 a, contact information (email, cellphone) 364 a, customized 1 and 2 inputs 363 a, advisor and cashieridentification fields 362 a, active and valet delivery designations 361a, start survey button, survey declined option and start instructions367 a shown thereon.

FIG. 3C2 also shows input fields 368 for vehicle identificationinformation, such as, Vehicle Identification Number (VIN), year, make,model, miles and deal type. The look-up feature 366 a allows thebusiness to lookup the customer information through an external thirdparty source. When the cashier is setting up the survey for thecustomer, entering an ID number will retrieve the data and automaticallyupdate the screen rather than entering the data manually.

The lookup feature can be configured to access data from sources usingstandard API methods. The survey questions can be presented in English,or another language, such as Spanish, and the language can be selectedprior to the start of the survey. If the customer chooses to view thequestions in another language, that choice is saved with the surveyrecord and when CRS messages are sent to the customer, the messagingwill be displayed in the selected language. Customizable questions 363,363 a may be configured by the business. For example, customizedquestions may ask for confirmation of email and cell phone data by thecustomer. This confirmation adds another level of data integrity for thebusiness. The business can view reports of this information allowing thesystem records to be updated. Customized questions may also be leadgeneration questions that can send information to a third-party systemdepending on how the customer answers. The customized questions would beadded to the current questions the customer see when filling out the DCSLive survey.

The survey questions 370 on screen FIG. 3D are for the particularvehicle service embodiment, but the system and the survey can bemodified to be used in other environments and businesses, such as healthcare hospital locations, various retail sales locations, apartmentcomplex locations, hotels, cruise lines, or any type of business thatcould benefit from real-time notification of dissatisfied customers withan ability to rectify the customer experience before the customerdeparts or shortly thereafter. The customer may also select anotherlanguage, such as Spanish, to view the questions. If customizedquestions are added by the business, those questions would also appearon the survey. The survey ends with an appreciation statement 371 on thescreen shown on FIG. 3E. The setting for sending or transmitting asubsequent CRS survey questionnaire to the customer can be set in screen371 a of FIG. 3F by the “send later” button 373 and the time intervalcan be specified in designation 372.

After entry of the answers to the questions by the customer, the systemsconduct real-time automated filtering and evaluation of feedback enteredby the customer as well as transmission of real-time notifications toselected personnel based on feedback evaluation in a flexible messagingand workflow system. These networks support the ability to obtainconstructive feedback, either good or bad, regarding a customer'sexperience while the customer is still at the service provider or retailsales location. And, if the experience is negative, the inventionembodied in these networks provide automated evaluation and filtering ofthe feedback information with real-time notifications to selectedpersonnel so the customer's concerns can be addressed immediately so asto rectify the negative experience with personal attention to theconsumer, and preserve the client relationship for the future before thecustomer departs from the service provider or retail sales location or ashort time thereafter.

Follow-up survey communications may be sent through either thecustomer's email or mobile device with messages and questions configuredby the business. After the DCS live session, the customer may laterreceive a text or email message that is pre-programmed in CRS withquestions to be sent to the customer. In either event, the customer canchoose whether to respond to the follow-up survey questions. Thecustomer may be sent an email with a link to a webpage to fill out theCRS follow-up questions directly on the webpage or the CRS follow-upquestions may be sent directly to a customer's mobile device.

Sending the CRS questions to the customer's mobile device allows thecustomer to respond to the CRS questions entirely on their mobiledevice. If the customer responds to question in the text, anotherquestion is sent thereby opening a text dialog session. The textsessions may be initiated by either the business or the customer, andthe text dialog may be automated and/or manual. All of the messaging andquestions can be configured by the business. The business may manuallyintervene in the text dialog to respond directly to the customer. Ifthere are indications or an alert that a customer is not satisfied withthe service received, the business has the opportunity to text directlyback to the customer to find out more details and initiate remediationmeasures. The text sessions operate entirely within the system and textsessions are stored in the customer's file for future review.

FIG. 3G shows an example text dialog with a customer on a mobile device.The initial text displays a business header 380 with and a personalizedgreeting and survey question 381 a. The customer made an initialresponse 382 a, which triggered follow-up questions from the business381 b, 381 c, that were answered by the customer 382 b, 382 c. Afollow-up text from the business 383 may request feedback from thecustomer. Customers may receive instructions for accessing a linkprovided to a business webpage to leave feedback or customers mayreceive instructions for posting feedback on social media

Questions with positive responses from the customer can be largelyautomated within the system. If, however, the customer respondsnegatively, team members can be alerted about the responses and can thenmanually intervene in the text dialog. For example, FIG. 3H, shows anexample text dialog 390 wherein an Advisor has manually intervened 391in the text dialog in response to a low rating. The customer has sent atext about the problem 392 a. A Service Manager has also manuallyintervened 393 in the text dialog responding to the customer with asolution and eliciting a positive response 392 b from the customer. Theability to receive alerts and manually intervene in the text dialogallows for immediate resolution and increases the likelihood of positivefeedback from the customer.

Additional CRS Follow-up texts or CRS Reminder texts may be sent tocustomer based on customer feedback from the CRS submitted. In additionto the CRS Follow-up, a business can set up a CRS Reminder to be sent toa customer. This reminder, fully configurable by the Business, can besent at a specified time interval depending on how the CRS questions areanswered. There are two time period options the Business may set. First,if the Customer answers the CRS questions within a 1^(st) specified timeinterval, then the CRS reminder is sent based on that time interval fromwhen the DCS Live was first completed. Second, if the Customer answersthe CRS questions outside the 1^(st) specified time interval, then thereminder is sent based on the 2^(nd) time interval specified after theCRS was completed. The CRS Reminders alert a customer about a futuresurvey that may be sent by the business or an outside source, such as amanufacturer. For example, the dealer may send a CRS Reminder about afuture survey that will be sent from a car manufacturer.

Identity information relating to the customer can also be preserved inthe networks so that the customer and its location can be identified asbeing present at the service provider or retail sales location upon asubsequent visit, and real-time notifications can be sent to selectedpersonnel so that the customer experience during the subsequent visit tothat location can be enhanced in some manner or more personal attentioncan be provided to reduce the risk of a negative experience.

The following system components, steps and functionality individuallyare believed to be novel and enhance the operation of the computersystem over that of a generic computer system, including the components,steps and functionality relating to: (1) entry of customer experiencefeedback into the system, (2) then, automated evaluation and filteringof that information on a real-time base, (3) then, real-timenotification of selected personnel regarding the customer experiencefeedback information prior to the customer departing the serviceprovider or retail sales location, where selected personnel includespecific members of teams, users, groups or companies (e.g. higher levelmanagement), and (4) then, having one or more selected personnel at theservice provider or retail sales location address the customer'sconcerns to enhance the customer's evaluation of the experience orenhance subsequent visits to the service provider or retail saleslocation. The real-time notifications to said selected personnel includecustomer background information, survey results, service providerinformation and services provided to the customer.

Subsequently, after, step 4, the customer and its location can beidentified as being present at the service provider or retail saleslocation upon a subsequent visit, and real-time notifications can besent to selected personnel so that the customer experience during thesubsequent visit to that location can be enhanced in some manner or morepersonal attention can be provided to reduce the risk of a negativeexperience. This ordered sequence of steps 1-4, with and without theaddition of the subsequent location recognition steps, is believed to benovel in that the ordered combination of steps transforms the claimsinto patent-eligible subject matter.

Additionally, components, functionality and steps supported by thesenetworks include the preparation and revision of standard orindividualized feedback evaluation questions by authorized users, withflexible assignment of these evaluation questionnaires for specificmembers of companies, teams, users, or groups providing services orproducts or entire groups of users, teams or companies. And, thenetworks provide for the flexible assignment of team members, users, andcompanies, as well as the preparation and transmission of messaging toentire team members, users, groups and companies or specific members ofteams, users, companies, and groups. These flexibly assigned teammembers, users and companies can receive real-time notifications bytext, email or other instant messaging, as well as daily or periodicreports, inquiries, notifications or bulletins to by the same messageformats to improve work flow and attention to the customer experience.Reports can be accessed by internal users or members within an entity,group, dealer, department, or company; or, alternatively, reports can beaccessed by external users, team members, affiliates or other persons orexternal companies outside the dealer, department or company so thatinformation can be accessed on a restricted basis relating to thatexternal user, team member, affiliate or other person or company outsidethe internal user, group, team member, dealer, department or company.

Based on the evaluation and filtering of customer feedback evaluations,the networks provide benchmark information and trending information thatcan be developed and provided in notifications to selected personnel,including trending information regarding the performance of individualsin a group, team, or company or entire groups of users, teams, orcompanies. Such trending information can identify individuals or groupsthat are under-performing or exceeding benchmark standards set bymanagement or officers of the business to that rewards, bonuses, oradditional training can be provided based on those results.

Each of these additional components, functionalities and steps, whencombined with the attributes, components and steps described immediatelyabove, are considered to be novel because each individually enhances theoperation of the computer system over that of a generic computer system.Moreover, the ordered sequence of steps 1-4, with the additionalcomponents, functionalities and steps and with the addition of thesubsequent location recognition steps, is believed to be novel in thatthe ordered combination of steps transforms the claims intopatent-eligible subject matter.

The process workflow for the present invention is shown in FIG. 4, wherethe main page 401 can access other pages in the program via connection402. From the main page 401, the profiles of users, team members,companies or groups can be viewed on the profiles page 410, and theprofiles can be edited on edit profile page 415 via connection 412. Fromthe main page 401, the questions can be reviewed for standard questionsor particularize users, team members, companies or groups on thequestions page 420, and the questions can be edited on question editpage 425 via connection 423. Using the editing page, a dealer, user,group, team member or department can have questions asked that areparticularized for their service or abilities, and the evaluation ofthese questions by the network can provide a benchmark standard fortypical, mean or median responses (within the standard of deviation) sothat personnel will be notified if responses are received outside orbelow that benchmark standard.

From the main page 401, the dealer identification profile can be viewedon the dealer profile page 430, and the dealer profile can be edited onedit profile page 435 via connection 433. From the main page 401, thegroup profiles can be viewed on page 440, and the group profiles can beedited on page 445 via connection 443. From the main page 401, theprofiles of users can be viewed on the user's profiles page 450, and theuser profiles can be edited on page 450 via connection 453. From themain page 401, the profiles of team members can be viewed on the teamprofiles page 460, and the team profiles can be edited on edit teamprofile page 465 via connection 463.

Messages can be viewed as received by a person on the network as shownon message page 470 as accessed via connection 402 from the main page401, and messages can be edited on the edit message page 475 asconnected to message page 470 via connection 473. Reports are generatedand selected through reports screen 480, as accessed through connection402 from the main screen 401. Reports can be viewed and generated fromscreen 480 via connection 483 to notifications report 486 accessedthrough connection 485 (which is connected to a notifications sentreport page 488 accessed from notifications page 486 through connection487, user listing reports 492 (can include users, groups, companies, orteams) accessed through connection 491, maintenance report 494 accessedthrough connection 493, survey results report 496 accessed throughconnection 495, trending report 498 accessed through connection 497.Reports can be accessed by internal users or members within an entity,group, dealer, department, or company; or, alternatively, reports can beaccessed by external users, team members, affiliates or other persons orexternal companies outside the dealer, department or company so thatinformation can be accessed on a restricted basis relating to thatexternal user, team member, affiliate or other person or company outsidethe internal user, group, team member, dealer, department or company.

Daily reports can also be generated from page 480, which will includethe benchmark standards for selected users, group, company, team ordepartment using a benchmark rating subroutine. The authorization accessreport page 499 can be accessed via connection 490. Daily reports canalso be accessed by internal users or members within an entity, group,dealer, department, or company; or, alternatively, reports can beaccessed by external users, team members, affiliates or other persons orexternal companies outside the dealer, department or company so thatinformation can be accessed on a restricted basis relating to thatexternal user, team member, affiliate or other person or company outsidethe internal user, group, team member, dealer, department or company.

As shown in FIGS. 5A-5D, 5D1, 5D2, 5E, 5E1, 5E2, 5F, 5F1, 5F2, 5G, 5H,5I, 5J, 5K, 5L, 5M, 5M1 and 5N, several different graphical userinterfaces for the mobile hand-held unit or the desktop application areshown. These user interfaces include the messages user interface 500shown in FIG. 5A, which shows the message 501 to be sent, the type ofmessage selected 503, the recipients 504 and a send button 505. Thetrending interface 510 is shown in FIG. 5B with the advisor selection509, cashier selection 511, filter engage or reset buttons 513, and thegraphical trending data chart 515 for evaluation answers provided bycustomers. The Questions user interface 520 shown in FIG. 5C includesthe questions posed 522 posed to customers, edit buttons 521 and thearchived questions 523.

FIGS. 5D, 5D1 and 5D2 show some of the options available for the editDCS question page. Options can be configured to meet specificrequirements by the business. An edit questions user interface 530 shownin FIG. 5D shows the question being edited 531, the answer format 532,the notification setting 533, the range of customer answers 534,required answer field 536, sort order 537 for question presentation,benchmark selection 538 for use in benchmarking the results, and asave/cancel button 538. FIG. 5D1 shows another edit DCS question page530 a with fields for question being edited 531 a, the answer format 532a, the alert notification setting 533 a, the range of customer answers534 a, alert notification to specified recipients 535 a, alert teamnotification setting 535 b, threshold of responses that trigger thealerts 535 c, other team members or persons to alert 535 d, requiredanswer field 536 a, designate as a TR rating or TR comment question 538b, and a save/cancel button 538 a.

The DSC survey questions 531 a can be entered in English and a secondlanguage, such as Spanish, and the language can be selected prior to thestart of the survey. If the customer chooses to view the DCS questionsin another language, that choice is saved with the survey record andwhen CRS messages are sent to the customer, the messaging will bedisplayed in the selected language. The answer format 532 a has theoption to toggle between formats, including, but not limited to, yes/no,rating 0-10, rating 1-5, poor/excellent, not likely/likely,unhappy/happy. FIG. 5D2 shows another option of the edit DSC questionpage 530 b with fields for question being edited 531 b, options forquestion format, answer format, and display style 532 b, the alertnotification setting 533 b, the range of customer answers 534 b, alertnotification to specified recipients 535 e, alert team notificationsetting 535 f, threshold of customer responses that trigger the alerts535 g, other team members or persons (advisors or cashiers) to alert 535h, required answer field 536 b, designate as a TR rating or TR commentquestion 538 b, and a save/cancel button 538 e.

The DSC survey questions can be entered in English and a secondlanguage, such as Spanish, and the language can be selected prior to thestart of the survey. If the customer chooses to view the DCS questionsin another language, that choice is saved with the survey record andwhen CRS messages are sent to the customer, the messaging will bedisplayed in the selected language. The question format, answer formatand display style 532 b have the option to toggle between formats,including, but not limited to, yes/no, rating 0-10, rating 1-5,poor/excellent, not likely/likely, unhappy/happy. Display styles may beselected by toggle to show the display as normal, italic, or otherstyle. Optionally, a separate toggle button may be included to selectdisplay formats to present the display in a formal style, as starratings, emoticons, or other display styles may be selected by thebusiness. The Archive/Delete option in FIGS. 5D, 5D1, and 5D2 allows theedits to be archived into a separate system. Archived data can beaccessed and downloaded into spreadsheets for review.

FIGS. 5E, 5E1 and 5E2 show some of the options available for the edituser page Options can be configured to meet specific requirements by thebusiness. An edit user interface 540 is shown in FIG. 5E with a firstname 544 and last name 541 fields, an email address 545, phone/textnumber 542, a selection to use for text alerts and messages 543 a, aselection to use for email alerts and messages 543 b, a notificationstatus 546, a department selection field 547, access/permission field548, password and confirm password fields 549, and a save/cancel button542 a. The edit user or team member interface 540 a is shown in FIG. 5E1with a first name 544 a and last name 541 a fields, an email address 545a, phone/text number 542 b, a selection to email alert from DCS, CRS orCSC protocols 543 c, a selection to text alert from DCS, CRS or CSCprotocols 543 d, a notification status 546 a, a designation of theactivated notification questions 547 a, a department notificationsselected field 548 a with access/permission field, a password andconfirm password fields 549 a, and a save/cancel button 542 c.

Another edit user interface 540 b is shown in FIG. 5E2 with a first name544 b and last name 541 b fields, a title field 544 c, an email address545 b, phone/text number 542 d, a selection to email alert from DCS, CRSor CSC protocols 543 e, a selection to text alert from DCS, CRS or CSCprotocols 543 f, a notification status 546 b, a designation of theactivated notification questions 547 b, a department notificationsselected field 548 b with access/permission fields, a password andconfirm password fields 549 b, and a save/cancel button 542 e. TheDepartment notifications and Access/Permission fields in FIGS. 5E, 5E1and 5E2 can be customized to show departments such as servicedepartment, sales department or other related department specific to thebusiness. The Access/Permissions can be can also be customized. Examplesof some customized options for Access/Permissions include Users, Team,Reports, DCS/CRS Questions, DCS App, CRS Send, Internal Messages,Customer Messages, Maintenance, Archive, Activity Log, and Rating.

Edit team member or advisor interfaces options are shown in FIGS. 5F,5F1 and 5F2, and these pages may be customized specific to a business.An edit team member or advisor interface 550 is shown in FIG. 5F with afirst name 551 and last name 552 entry field, a type field 553 for themember, a notification status field 554, and email address 555 fieldwith selection button, a phone/text number entry field 556 withselection button, an active button 557, and a save/cancel button 558.

The edit team member or advisor interface 550 a is shown in FIG. 5F1with a first name 551 a and last name 552 a entry field, a selection toemail alert from DCS, CRS or CSC protocols or other messages 553 a, aselection to text alert from DCS, CRS or CSC protocols or other messages553 b, a notification status field 554 a, an access/permission field 556a, a password 557 a and confirm password fields 557 b, and a save/cancelbutton 558. Another edit team member or advisor interface 550 b is shownin FIG. 5F2 with advisor name 551 b and employee reference 551 c entryfields, an email address 552 c, phone/text number 552 d a selection toemail alert from DCS, CRS or CSC protocols or other messages 553 c, aselection to text alert from DCS, CRS or CSC protocols or other messages553 d, a notification status field 554 b, and a save/cancel button 558b.

A send message interface 560 is shown in FIG. 5G, which shows themessage 561 to be sent, the type of message selected 562, the recipients563 and a send button 564. FIGS. 5H, 5I, 5J, 5K, 5L, 5M and 5M1 arereports that may be generated in the system. Report field headers may besorted by clicking on the headers.

The Reports interface for Notifications 570 is shown in FIG. 5H withdifferent company listings 571, 572 and 573 and the details buttons 575to provide additional information on the company. Column headings fornotification periods as shown include today, yesterday, 3 days and 7 daytotals. These notification periods are customizable for the business andmay include options such as, 14 days, 30 days, month to date (MTD) andothers. The Reports interface for Trending 580 is shown in FIG. 5I withthe notification status 581, the user identification 582, the selectionbuttons for advisor, cashier, filter and reset buttons 583 and thetrending results by question 584, 585 and 586.

The selections can be customized to include additional filter options.The Notifications and Trending reports can be accessed by internal usersor members within an entity, group, dealer, department, or company; or,alternatively, reports can be accessed by external users, team members,affiliates or other persons or external companies outside the dealer,department or company so that information can be accessed on arestricted basis relating to that external user, team member, affiliateor other person or company outside the internal user, group, teammember, dealer, department or company.

The Reports interface for Sales 590 a is shown in FIG. 5J, with optionsto filter sales data by customer name, team member names, and sale dates591 a. The data selections can be customized to include additionalfilter options. The Sales report displays the matching sale details 592a, including RO #, customer name, cell phone and email, team members andsale date range. The Reports interface for Customer Lists 590 b is shownin FIG. 5K, with options to filter customer data by customer name, teammember names, cell matches and sale date range 591 b. The dataselections can be customized to filter by additional options, forexample other choices may be: matches, users, team, duplicates, emailmatches, missing email, email confirm, cell phone confirm, or otheroptions specific to a business. The Customer List report displays thematching customer details 592 b for RO #, customer, cell phone, email,team members, ratings and sale date. The Reports interface for No Email590 c is shown in FIG. 5L, with options to filter customer data by name,team member and sale date range 591 c. The No Email report showndisplays the matching customer details 592 c for RO #, customer, cellphone, team members, ratings and sale date.

Reports for Email Confirm and Cell Phone Confirm are shown in Fig. M andFig. M1. In the setup of the DCS survey for the customer, the cashiercan enter the customer's email address. The Business can now add anoption for the customer to confirm that the entered email address by thecashier is correct. The Customer confirms, or corrects, if necessary,the email address entered by cashier. Fig. M shows the Email Confirmreport 590 d with options to filter data by customer name, advisor,cashier, and date range 591 d. Filter options may be customized forspecific business needs.

The Email Confirm Report displays matching data 592 d, such as RO #,customer name, email address before and as corrected, advisor, cashier,and date. The Email Confirm question may be added to the currentquestions the customer sees when filling out the DCS Live survey. Thisconfirmation adds another level of data integrity for the Business,ensuring fraudulent email addresses are not added to the system. TheBusiness can view reports of this information which will allow them toupdate the system records. Also in the setup of the DCS survey for thecustomer, the cashier enters the customer's cell phone number. TheBusiness can now add an option for the customer to confirm that the cellphone entered by the cashier is correct. The Customer confirms, orcorrects, if necessary, the phone number entered by cashier. Fig. M1shows the Cell Phone Confirm report 590 f with options to filter data bycustomer name, advisor, cashier, and date range 591 f Filter options maybe customized for specific business needs. The Email Confirm Reportdisplays matching data 592 f, such as RO #, customer name, email beforeand as corrected, advisor, cashier, and date. The Cell Phone Confirmquestion may be added to the current questions the customer sees whenfilling out the DCS Live survey. This adds another level of dataintegrity for the Business ensuring fraudulent phone numbers are notadded to the system. The Business can also view reports of thisinformation, allowing them to update their own system's records.

DCS Live setting options 590 e are shown in FIG. 5N. Setting options forusage alerts include selection of alert send times based on reaching acertain DCS count 594, selection of team members to alert 595, selectionof the DCS rating target 596, and options to save or cancel the settings597.

Shown in FIGS. 6A, 6B, 6B1, 6C, 6D, 6D1, 6D2, 6D3, 6D4-1, 6D4-2 6E, 6F,6G1, 6G2, 6G3 and 6G4, are the screen displays for a mobile unit or adesktop unit as generated according to the CRS protocols in the presentinvention as described above. A CRS Question display screen 630 is shownin FIG. 6A with fields for inputting and displaying the CRS questions631, a reorder button selection 632, the answer format numericdesignation 633, the comment answer format 634, a notification alerttrigger activation button 637, an add button 635 to add a question, andan edit question button 636. There is also an option to view archivedquestions. FIGS. 6B and 6B1 show some available options for an edit CRSQuestion page. The page is customizable for specific business needs.

An edit CRS question display screen 620 is shown in FIG. 6B, wherefields are shown for input and display of CRS questions 621, answerformat designation 622 (numeric, comment), user/team notificationtrigger alert activation 623, threshold for customer responses toactivate and trigger alert notifications 624, persons designated toreceive alerts and notifications 625, requirement for customer answer626, TR rating designation for survey question 627, a save/cancel button628, and an archive/delete button 629. The CRS questions 621 can beentered in English and a second language, such as Spanish, and thelanguage can be selected prior to the start of the survey. If thecustomer chooses to view the questions in another language, that choiceis saved with the survey record and when messages are sent to thecustomer, the messaging will be displayed in the selected language. Theanswer format 622 has the option to toggle between formats, including,but not limited to, yes/no, rating 0-10, rating 1-5, poor/excellent, notlikely/likely, unhappy/happy.

Another edit CRS question display screen 620 a is shown in FIG. 6B1,where fields are shown for input and display of CRS questions 621 a (inEnglish or another language), question and answer format designation 622a (numeric, comment), user notification trigger alert activation 623 a,threshold for customer responses to activate and trigger alertnotifications 624 a, persons designated to receive alerts andnotifications 625 a, team notification trigger alert activation 623 b,threshold for customer responses to activate and trigger alertnotifications 624 b, team members designated to receive alerts andnotifications 625 b, requirement for customer answer 626 a, TR ratingdesignation for survey question 627 a, a save/cancel button 628 a, andan archive/delete button 629 a, which archives data that can be accessedand downloaded into spreadsheets for review. The CRS questions can beentered in English and a second language, such as Spanish, and thelanguage can be selected prior to the start of the survey. If thecustomer chooses to view the questions in another language, that choiceis saved with the survey record and when messages are sent to thecustomer, the messaging will be displayed in the selected language. Thequestion format and answer format 622 a have options to toggle betweenformats, including, but not limited to, yes/no, rating 0-10, rating 1-5,poor/excellent, not likely/likely, unhappy/happy.

As shown in FIG. 6C, the Send CRS protocol screen 610 has instructions611, a cell phone entry field 612, an email entry field 613, a TR ratingscore display, and a cancel/send now (or later) button 614.

FIGS. 6D, 6D2, 6D4-1 and 6D4-2 show options for the CRS settings page.These settings are customizable for specific business uses. FIGS. 6D1and 6D3 show options for the Dashboard page. Settings for these pagesare customizable for specific business needs. FIG. 6D shows a CRS screen600 that permits designation of TR questions 601 as a TR rating surveyquestion or TR comment questions, scheduling of the CRS field 602,manual send CRS field 603 for designation of threshold responses totrigger a CRS request, interval to send CRS field 604, TR designationquestion display field 605, social media linkage activation 606 and thesave button 607. FIG. 6D1 shows a dashboard screen 650 with DCS surveyTR ratings 651 shown at 651 a-d for different time periods, percentageof completion and declined information fields 652. CSC responsivenessfields 653 are shown at 653 a-d for different time periods, with anasterisk to denote urgent CRS designation flags 654. The CRSresponsiveness fields 655 are shown at 655 a-d for different timeperiods, and completion and transmission fields 656 and 657.

FIG. 6D2 shows another option for a CRS Follow-Up Settings screen 610 athat permits designation of DCS questions 611 a as a TR rating surveyquestion or TR comment questions, scheduling of the CRS message field612 a, a manual send CRS field 613 a for designation of thresholdresponses to trigger a CRS request with options to include declines andmissed responses, option to specify interval to send CRS field 614 a, aCRS rating target field 615 a, and the save/cancel button 617 a. FIG.6D3 shows another dashboard screen 640 with survey DCS Live ratings 641at 641 a-d for different time periods, percentage of completion ofinformation fields 642, including completed, declined, missed, total,CRS follow-up responsiveness fields 645 at 645 a-d for different timeperiods, and completion, sent and reminder fields 646.

Time periods for the Dashboard display in FIGS. 6D1 and 6D3 can becustomized. FIGS. 6D4-1 and 6D4-2 show another option for a CRSFollow-Up Settings screen 610 b. Shown are options for DCS TR ratingquestion 611 b, CRS automatic scheduling 612 b, including rating toautomatically send CRS messaging and if declined, CRS manual sending 613b, including customer rating to trigger manual sending, if declined, andto specify the time frame 614 b. Also shown are options for CRS TRrating questions 616, CRS reminder options 618, including thanking acustomer, automatically sending a CRS reminder at a specified responserating and timing scenarios based on whether a CRS was completed withinor after the specified time-frame. A CRS Reminder may be sent inaddition to the CRS Follow-up. This CRS reminder, fully configurable bythe Business, can be sent at a specified time interval depending on howthe CRS questions are answered.

There are two time period options the Business can set—1) if theCustomer answers the CRS questions within the 1^(st) specified time,then the reminder is sent based on that time interval from when the DCSLive was first completed; and 2) if the Customer answers the CRSquestions outside the 1^(st) specified time, then the reminder is sentbased on the 2^(nd) time interval specified after the CRS was completed.CRS Reminders may include notification to a customer about a futuremessage or survey that may be send by the business or another relatedbusiness, such as a manufacturer. The screen also has a CRS ratingtarget field 615 b and an option to save/cancel 617 b.

In FIG. 6E, the transmission message screen 660 is shown with messagefield 661, message type field 662, recipient designation 663, and sendmessage button 664, and in FIG. 6F, the profile page 660 a for thecustomer, user, or team members is shown with fields for first name 661a, last name 662 a, email address 663 a, cell phone 664 a; notificationstatus field 665 a, password 666 a, confirm password 667 a, andsave/cancel button 668 a.

FIGS. 6G1, 6G2, 6G3 and 6G4 show screens for CRS reports, DCS reportsand DCS/CRS comparison reports. A CRS Report screen 670 is shown inFIGS. 6G1 and 6G2 with a field for CRS Question selection 671, andidentification information filter field 672. Filter selections arecustomizable for specific business needs and additional filtersincluded. Historical responses and rating information display field 673are shown for the customer, advisor, cashier, date range set by thefilter. Survey ratings (DCS Live) and CRS ratings are shown, along withthe difference between the two ratings, the date of the live survey, thedate the CRS survey was sent and when the CRS survey was completed andinclude an option to view the record. This comparison provides animportant source of metrics for the business as it relates to customersatisfaction. If a significant difference is noted between the DCS Livesurvey rating and the CRS survey rating, the business can follow-up withthe customer. CRS reports can be accessed by internal users or memberswithin an entity, group, dealer, department, or company; or,alternatively, reports can be accessed by external users, team members,affiliates or other persons or external companies outside the dealer,department or company so that information can be accessed on arestricted basis relating to that external user, team member, affiliateor other person or company outside the internal user, group, teammember, dealer, department or company. A DCS Report screen 670 a isshown in FIGS. 6G3 and 6 with a field for DCS Question selection 671 a,and identification information filter field 672 a. Filter selections arecustomizable for specific business needs and additional filtersincluded. Historical responses and rating information display field 673a are shown for the customer, advisor, cashier, rating and date rangeset by the filter and include an option to view the record.

A DCS/CRS comparison report is shown in FIG. 6G4. The Reports interfacefor DCS Live/CRS Follow-up Comparison 670 b in FIG. 6G4 shows options tocompare responses for a selected CRS survey question 671 b and filterresponse data by RO #, team member, and date range 672 b. The DCSLive/CRS Follow-up Comparison report displays the matching responsedetails 673 b with RO #, customer name, team member, DCS rating, CRSrating, difference between DCS and CRS rating, DCS date, CRS send dateand CRS completion date and include an option to view the record. Surveyratings (DCS Live) and CRS ratings are shown, along with the differencebetween the two ratings, the date of the live survey, the date the CRSsurvey was sent and when the CRS survey was completed providing animportant source of metrics for the business as it relates to customersatisfaction. If a significant difference is noted between the DCS Livesurvey rating and the CRS survey rating, the business can follow-up withthe customer.

As shown in 6H, 6H1, 6I1, 6I2, 6I3, 6I4, 6J, 6J1, 6J2, 6K and 6L, thescreen displays for a mobile unit or a desktop unit as generatedaccording to the protocols in the present invention as described above.The CSC Reports screen 675 is shown in FIG. 6H with an identificationinformation field 676, here showing options for selection of advisor,importance and date range. Options for filters are customizable forspecific business needs. Historical responses and comments display field677 are shown for the campaign, customer, advisor, and date range set byfilter, and include an option to view the record. Customer commentsentered in the surveys are visible adjacent to the advisor and customerfor ease of reference. FIG. 6H1 shows a Team Report 675 b. Ratings areshown for Advisors 676 b and Cashiers 677 b. DCS/CRS rating valuesoptions shown here are today, yesterday, 3 day, 7 day and month to date(MTD) along with the date last used. Options for time periods shown arecustomizable for the report. Overall ratings are tabulated at the bottomof the records.

A Daily Reports screen 680 is shown in FIGS. 611-612-613 with theidentification information filter field 681 and the display fields fordata from survey responses over specified time periods. Shown here aretime period options for today, yesterday, 3 days and 7 days; however,the time periods are customizable for specific business needs. Answersto DSC survey questions are displayed. Options shown are an overallcustomer service rating display 682 and a likely to return display 683.The Daily report can be customized to include any of the questions thatappear on the DCS survey. Also shown are an active delivery reportsfield 684, survey completion totals field 685, and CSC display field686. CRS displays options shown here include a CRS overall customerservice question display field 687, and a comments answered field 688,showing the percentage of surveys with the comments questions answeredand not answered. The Daily report can be customized to include any ofthe questions that appear on the CRS survey. A CRS Follow-Up CommentsReport screen 680 a is shown in FIG. 614 with the team member/dateidentification information filter field 681 a and the results reportdisplay field 689 showing the RO #, customer name, team members, rating,and comments for the selected date range and an option to view therecord. Options for filters are customizable for specific business needsand the report may additionally specify a selected CRS question, DCSstatus, Reminder status, Alert status, Reputation click, Customermessages and Notes as filters. The options may be added as additionalfields with selectable options.

The Social Media screen 690 in FIG. 6J displays a source field 691 and adisplay report of social media comments and ratings 692. The Reputationscreen 690 a in FIG. 6J1 shows a CRS Follow-Up setting 693 with anoption to send the customer a social media link or request when thecustomer's CRS response falls within the designated answer range to aspecified CRS rating question. A Reputation report screen 690 b is shownin FIG. 6J2 with the team member/date identification information filterfield 696 a for display of the Reputation and Social Media statisticsfor the selected data range. A statistic chart 696 b shows numbers ofclicks on Social Media and review cites with an option button to accessthe reviews. A pie chart 696 c shows a graphical representation of thesame statistics shown in the chart. A Dealer report screen 694 is shownin FIG. 6K with a listing dealer display field 695. A TR Ratings screen697 in FIG. 6L shows a dealer display field 698 with ratings for eachdealer and an unassigned auto group field 699.

FIGS. 7A1, 7A2, 7B, 7C, 7D, 7E, 7F and 7G show the screen displays for amobile unit or a desktop unit as generated according to the TR ratingservice protocols according to the present invention. The TR RatingDetails report screen 700 is shown in FIG. 7A1-7A2 with a group field701 a, represented here as an auto group, an overall customer experiencedisplay report field 701 b, a distribution of ratings field 702, alikely to return distribution field 703, a share comments requestdistribution field 704, and an enter an email address distribution field705. The filters and the questions are customizable and may be madespecific to a business. The TR Rating reports can be accessed byinternal users or members within an entity, group, dealer, department,or company; or, alternatively, reports can be accessed by externalusers, team members, affiliates or other persons or external companiesoutside the dealer, department or company so that information can beaccessed on a restricted basis relating to that external user, teammember, affiliate or other person or company outside the internal user,group, team member, dealer, department or company.

In FIG. 7B, the TR comments survey screen 710 is shown with satisfactionquestion fields 711 and 712 and likely to return field 713, as well asadditional comments question field 714. The Five Star Rating screen 720is shown in FIG. 7C with a department display field 721 and a ratingdisplay field 722. The thank you appreciation screen 730 is shown inFIG. 7D with an overall experience question field 731 and any othercomments entry field 732. A CSC screen 740 is shown in FIG. 7E with aname field 741, answer field 742, urgent designation 743, a commentsentry field 744 and a submit button 744.

FIG. 7F shows a TR survey settings screen 750, with a selected DCSquestion to automatically added to the TRS based on a specified range ofcustomer answers 751, a selected CRS question to automatically added tothe TRS based on a specified range of customer answers 752, and a saveoption 753. FIG. 7G shows a TR survey CRS Comments screen 755, withidentification information filter field 756. Filter selections arecustomizable for specific business needs and additional filters may beincluded. Historical responses and rating information display field 757are shown with the comments, customer, advisor, cashier, rating, statusand date range set by the filter and include an option to reject therecord.

FIGS. 8A-8C show a comprehensive record 800 displaying all of theinteractions and data for a transaction. The DCS Live data includescustomer details 801 from the start page including Customer confirmationof email addresses and phone numbers, and the DCS survey questions andresponses 802, with any comments made on the DCS survey. CRS follow-updata 803 includes date and time the CRS survey is sent, completed andthe CRS reminder is scheduled, as well as the survey questions, answersand any comments made on the CRS survey. Reputation clicks 804 to socialmedia sites are recorded by site, and date and time of post. Customermessage data 805, including manual responses from advisors and managersare part of the record. Following the transcribed messages, there is anoption to compose and send a message to the customer 806. Any notes 807added by team members are included in the records with a date and timestamp. An option to add another note to the record is also included 808.The comprehensive record allows a business to have a complete overviewof a transaction with a customer in one place, without have to gobetween survey report fields and CRS messaging. All of the surveyquestions, responses, and comments originate in the system and arerecorded. Likewise, all communication originate within the system,rather than through individual team members, allowing for a completetransaction history. Having all the messages and interactions originateand recorded within the system also decreases the likelihood offraudulent information being added to the record and increases employeeaccountability.

The disclosed system provides a high level of fraud protection forusers. Businesses have the ability within the system to search customerfiles for duplicate cell numbers and email addresses and to search formanagement/employee matching cell numbers and email addresses. This isan important tool for preventing, finding and stopping employee fraud,The Business can find matches and/or misuse of information which candamage the quality of the data. The business would be able to see if anemployee is sending the fraudulent CRS follow-up or otherwisemanipulating the responses to o prevent the management from seeingnegative customer feedback.

The disclosed systems provides a high level of employee accountability.Businesses will have the ability to filter data by employee name and indoing so, the employee becomes accountable on every aspect of that TRSgenerated survey data. The business can verify if employees haveprovided the required level of customer service. The team report is akey report showing employee accountability. This report compares how thecustomer felt when leaving the dealership (following the DCS Livesurvey) and how the customer felt at a later time (CRS follow-upsurvey). The later time may be a couple of hours for a servicedepartment or up to 24 hours for a new purchase. Ideally, there shouldnot be much change in the overall rating between the two surveys. Ifthere is a large difference, management is alerted to a potentialproblem. In the DCS/CRS Comparison, the ratings are again compared forbefore and after surveys and filtered by employee. Businesses also areable to have live feedback of how an employee is viewed by customers.

The survey data is secure and reliably confirmed customer-only databecause all of the interactions originate and are maintained within thesystem. The ratings are all positively identified as customer only datatied to specific transactions. Posts on public rating services are notvalidated and verified as customers of the business and may be lessreliable representations of customers' opinions. Anyone can enter in acomment about any business on a public rating site with no confirmationthat the person was a true customer of that business . . . . Thisprevents false rating, both good and bad from tainting the ratings. Thepresent system will only display comments from customers who are tied toa specific transaction number so there is complete accountability. Abusiness can put TRS widgets on the website to show live customercomments feedback and ratings from the customers on the DCS and/or CRSsurveys. Additionally, the number of comments and reviews is much higherwith the TRS system.

Each of the components, functionalities and steps described for thepresent invention are considered to be novel because each individuallyenhances the operation of the computer system over that of a genericcomputer system. Moreover, the ordered sequence of steps 1-4 of the DCSsystem, with the additional components, functionalities and steps andwith the addition of the subsequent location recognition steps, isbelieved to be novel in that the ordered combination of steps transformsthe claims into patent-eligible subject matter.

Moreover, the sequence of steps ordered in Direct Customer Survey or“DCS”, alone or in combination with the additional system components,steps and functionality individually associated with the CustomerResponse Service (“CRS”), the Comments, Suggestion and Concerns service(“CSC”), and the TRS authenticated survey rating service are believed tobe novel in that the ordered combination of steps transforms the claimsinto patent-eligible subject matter, and are believed to be novel andenhance the operation of the computer system over that of a genericcomputer system, as well as the initiation, implementation of filteringand identification of responses and survey answers from the DCS, CRSand/or CSC systems. The sequence of steps ordered in Customer ResponseService (“CRS”), alone or in combination with the additional systemcomponents, steps and functionality individually associated with theDirect Customer Survey or “DCS”, the Comments, Suggestion and Concernsservice (“CSC”), and the TRS authenticated survey rating service arebelieved to be novel in that the ordered combination of steps transformsthe claims into patent-eligible subject matter, and are believed to benovel and enhance the operation of the computer system over that of ageneric computer system, as well as the initiation, implementation offiltering and identification of responses and survey answers from theDCS, CRS and/or CSC systems.

The sequence of steps ordered in the Comments, Suggestion and Concernsservice (“CSC”), alone or in combination with the additional systemcomponents, steps and functionality individually associated with theDirect Customer Survey or “DCS”, the Customer Response Service (“CRS”),and the TRS authenticated survey rating service are believed to be novelin that the ordered combination of steps transforms the claims intopatent-eligible subject matter, and are believed to be novel and enhancethe operation of the computer system over that of a generic computersystem, as well as the initiation, implementation of filtering andidentification of responses and survey answers from the DCS, CRS and/orCSC systems. The sequence of steps ordered in TRS authenticated surveyrating service, alone or in combination with the additional systemcomponents, steps and functionality individually associated with theDirect Customer Survey or “DCS”, the Comments, Suggestion and Concernsservice (“CSC”), and the Customer Response Service (“CRS”) are believedto be novel in that the ordered combination of steps transforms theclaims into patent-eligible subject matter, and are believed to be noveland enhance the operation of the computer system over that of a genericcomputer system, as well as the initiation, implementation of filteringand identification of responses and survey answers from the DCS, CRSand/or CSC systems.

The foregoing description of embodiments of the invention has beenpresented only for the purpose of illustration and description and isnot intended to be exhaustive or to limit the invention to the preciseforms disclosed. The present invention correlates and associates variouscustomer data provided during stages of surveys and during associatedrequests for feed-back to provide integrated notifications and notices,as well as integrated data sharing, to team members, associates,dealers, department members, and any other associated or affiliatedperson. While the preferred embodiment describes a cardealership/service department scenario, the present invention could beused in any retail service situation (or retail sales of goods).Numerous modifications and adaptations thereof will be apparent to thoseskilled in the art without departing from the spirit and scope of thepresent invention.

We claim:
 1. A communication system supporting the processing ofcommunications between a home network and one or more mobile units,comprising: a home network having a home agent including a firsthardware data processor coupled to a first server computer having asecond hardware data processor, said home agent coupled to a gatewayprocessor having a third hardware data processor and a plurality ofnon-transitory storage devices that includes storage memory for thesystem, said home agent coupled to one or more input/output portscoupled to one or more input/output devices on the home network, saidfirst, second and third hardware data processors capable of execution ofone or more subprograms, a basestation transceiver unit coupled to saidgateway processor and a radio transceiver network unit (RTN), said radiotransceiver network coupled to a radio transmission unit forcommunication with one or more mobile units; a second server computerhaving a fourth hardware data processor coupled to said home agentthrough one or more connections an Internet cloud network, through thenon-transitory storage devices that includes storage memory for thesystem; said second server computer coupled to said radio transmissionunit for communication with one or more mobile units and said secondserver computer coupled to one or more mobile units; said home agentcoupled the Internet cloud network for connection to said one or moremobile units and said home agent coupled to said one or more mobileunits through said non-transitory storage devices that includes storagememory for the system or said second server computer coupled to saidradio transmission unit for communication with one or more mobile units;said first and second server computers having processors withfunctionality that: (a) receive a first set of customer experiencefeedback responses provided by a customer using said first mobile unitin response to a first survey request; (b) evaluate said customerexperience feedback responses from said first survey request on areal-time basis in order to determine whether to issue real-timenotifications to one or more predetermined personnel if the first set ofcustomer experience feedback responses fail to satisfy a minimumpredetermined standard, (c) issue one or more real-time notifications tosaid predetermined personnel to notify those one or more predeterminedpersonnel that the first set of customer experience feedback responsesfrom said first survey request fail to satisfy a minimum predeterminedstandard, (d) transmit a second follow-up survey request to saidcustomer; (e) receive a second set of customer experience feedbackresponses provided by said customer in response to a second follow-upsurvey request; (f) evaluate said second set of customer experiencefeedback responses from said second follow-up survey request on areal-time basis in order to determine whether to issue real-timenotifications to one or more predetermined personnel if the second setof customer experience feedback responses fail to satisfy a minimumpredetermined standard, (g) issue one or more real-time notifications tosaid predetermined personnel to notify those predetermined personnelthat the second set of customer experience feedback responses from saidsecond follow-up survey request fail to satisfy a minimum predeterminedstandard, and, (h) prepares and stores database reports on the first andsecond sets of customer experience feedback responses from said firstsurvey request and said second follow-up survey request, respectively;(i) maintains and supports use of data, customer information, softwaremodules and operational codes on the home network; said processors onthe first and second computer servers have functionality that: (a)initiates a comments, suggestions and concerns subroutine that providesa comments, suggestions and concerns platform for said customer at thefirst mobile unit to enter comments, suggestions or concerns about thecustomer's experience; (b) supports access of said reports by thirdparties involved with companies that have been given appropriate accessto the reports; (c) populates data fields on a computer databasemaintained by a user, third party, team member, dealer or departmentwhen said notification is transmitted to said predetermined personnel,said data fields include identification and contact information relatedto said customer; (d) receives scores associated with responses fromsaid customer to one or more marked questions on said first surveyrequest or said second follow-up survey request, said one or more markedquestions on said first survey request or said second follow-up surveyrequest are designated in that manner by the user, team member orassociate; (e) evaluates the scores associated with responses from saidcustomer to one or more marked questions on said first survey request orsaid second follow-up survey request, (f) translates written statementresponses into rating scores based on associated with responses fromsaid customer to one or more marked questions on said first surveyrequest or said second follow-up survey request; (g) calculates a ratingscore based on the evaluation of the scores associated with responsesfrom said customer to one or more marked questions on said first surveyrequest or said second follow-up survey request; (h) normalizes thescores associated with responses from said customer to one or moremarked questions on said first survey request or said second follow-upsurvey request; (i) translates ratings of 0 to n stars based onnormalized scores of calculated rating scores associated with responsesfrom said customer to one or more marked questions on said first surveyrequest or said second follow-up survey request, where n is an integer;(j) transmits the normalized scores of calculated rating scoresassociated with responses from said customer to one or more markedquestions on said first survey request or said second follow-up surveyrequest to a website, electronic bulletin board, or chat room forposting; (k) transmits social media links to the customer with thenormalized scores of calculated rating scores associated with responsesfrom said customer to one or more marked questions on said first surveyrequest or said second follow-up survey request; a home agent on thehome network coupled to said first computer server, said home agenthaving processors that: (a) control receipt of one or morecommunications from said first mobile unit, (b) manage the processingand evaluation of said one or more communications; (c) controls thetransmission of said first survey request to said mobile unit and saidsecond follow-up survey request to said second mobile unit; (d) controlsthe receipt and routing of said first set of customer experiencefeedback responses from said first survey request from said mobile unit;(e) controls the receipt and routing of said second set of customerexperience feedback responses from said second follow-up survey requestfrom said first mobile unit; (f) controls the transmission of real-timenotifications to said predetermined personnel; and, (g) controls thetransmission of a reminder message for a follow-up survey request; afirst database memory storage unit coupled to said home agent and firstcomputer server on said home network, said first database memory storageunit maintaining information related to the customer and personnel atthe home network, said first database memory storage unit havinginformation regarding trends relating to customer experience feedback,and, a transceiver subsystem coupled to said home network through afirst gateway providing a communications interface for communicationsbetween the home network and said first mobile unit, said transceiversubsystem receives and transmits communications between said homenetwork and said mobile unit.
 2. The communication system according toclaim 1 further comprising: one or more data entry terminals located onsaid home network for access to the computer server, home agent ordatabase memory storage unit on the home network.
 3. The communicationsystem according to claim 1 further comprising: a second computer servercoupled to said home network and said first database memory storageunit, said second computer server facilitating communications to saidhome network through the Internet.
 4. The communication system accordingto claim 1 wherein one or more of said selected personnel receivenotification on a second mobile unit.
 5. The communication systemaccording to claim 1 wherein said notification to one or more selectedpersonnel includes survey responses, customer name and service providersand service provided to customer.
 6. The communication system of claim 1wherein said first server computer detects is a customer is present atthe service provider location upon a subsequent visit.
 7. Thecommunication system of claim 6 wherein said first server computertransmits a real-time notification to one or more predeterminedpersonnel upon detection of the customer at the service location at asubsequent visit so that the customer experience during the subsequentvisit to that location can be enhanced in some manner.
 8. Thecommunication system of claim 1 wherein said comments suggestions andconcerns subroutines transmits to the customer links to the comments,suggestions and concerns platform via webpage link, URL, text messagesor email message.
 9. The communication system of claim 1 wherein saidnotification to said predetermined personnel are transmitted by a phonecall, text message, full text communications, webpage transmission, URLlink, push message, and email transmission.
 10. The communication systemof claim 1 wherein said selected personnel can be specific members ofcompanies, teams, users, or groups.
 11. The communication systemaccording to claim 1 further comprising: one or more data entryterminals located on said home network for access to the computerserver, home agent or database memory storage unit on the home network.12. The communication system according to claim 1 further comprising: asecond computer server coupled to said home network and said firstdatabase memory storage unit, said second computer server facilitatingcommunications to said home network through the Internet.
 13. Thecommunication system according to claim 1 wherein one or more of saidselected personnel receive notification on a second mobile unit.
 14. Thecommunication system according to claim 1 wherein said notification toone or more selected personnel includes survey responses, customer nameand service providers and service provided to customer.
 15. Thecommunication system of claim 1 wherein said first server computerdetects is a customer is present at the service provider location upon asubsequent visit.
 16. The communication system of claim 1 wherein saidfirst server computer transmits a real-time notification to one or morepredetermined personnel upon detection of the customer at the servicelocation at a subsequent visit so that the customer experience duringthe subsequent visit to that location can be enhanced in some manner.17. The communication system of claim 1 wherein said commentssuggestions and concerns subroutines transmits to the customer links tothe comments, suggestions and concerns platform via webpage link, URL,text messages or email message.
 18. The communication system of claim 1wherein said notification to said predetermined personnel aretransmitted by a phone call, text message, full text communications,webpage transmission, URL link, push message, and email transmission.19. The communication system of claim 1 wherein said selected personnelcan be specific members of companies, teams, users, or groups.
 20. Thecommunication system of claim 1 wherein said processors on the firstcomputer server have functionality that initiates a comments,suggestions and concerns subroutine that provides a comments,suggestions and concerns platform for said customer at the mobile unitto enter comments, suggestions or concerns about the customer'sexperience.
 21. A communication system supporting the processing ofcommunications between a home network and one or more mobile units,comprising: a home network having a home agent Including a firsthardware data processor coupled to a first server computer having asecond hardware data processor, said home intent coupled to a gatewayprocessor having a third hardware data processor and a plurality ofnon-transitory storage devices that includes storage memory tor thesystem, said home agent coupled to one or more input/output portscoupled to one or more input/output devices on the home network, saidfirst, second and third hardware data processors capable of execution ofone or more subprograms, a basestation transceiver unit coupled to saidgateway processor and a radio transceiver network unit (RTN), said radiotransceiver network coupled to a radio transmission unit forcommunication with one or mote mobile units; a second server computerhaving a fourth hardware data processor coupled to said home agentthrough one or more connections an Internet cloud network, through thenon-transitory storage devices that includes storage memory for thesystem; said second server computer coupled to said radio transmissionunit for communication with one or more mobile units and said secondserver computer coupled to one or mote mobile units; said home agentcoupled the Internet cloud network for connection to said one or moremobile units and said home agent coupled to said one or more mobileunits through said non-transitory storage devices that includes storagememory tor the system or said second server computer coupled to saidradio transmission unit tor communication with one or more mobile units;said first and said second server computers on the home network coupledto a one or more mobile units, said first computer server havingprocessors with functionality that: (a) receive a first set of customerexperience feedback responses provided by a customer using said firstmobile unit in response to a first survey request; (b) evaluate saidcustomer experience feedback responses from said first survey request ona real-time basis in order to determine whether to issue real-timenotifications to one or more predetermined personnel if the first set ofcustomer experience feedback responses fail to satisfy a minimumpredetermined standard, (c) issue one or more real-time notifications tosaid predetermined personnel to notify those one or more predeterminedpersonnel that the first set of customer experience feedback responsesfrom said first survey request fail to satisfy a minimum predeterminedstandard, (d) transmit a second follow-up survey request to saidcustomer; (e) receive a second set of customer experience feedbackresponses provided by said customer using said second mobile unit inresponse to said second follow-up survey request; (f) evaluate saidsecond set of customer experience feedback responses from said secondfollow-up survey request on a real-time basis in order to determinewhether to issue real-time notifications to one or more predeterminedpersonnel if the second set of customer experience feedback responsesfail to satisfy a minimum predetermined standard, (g) issue one or morereal-time notifications to said predetermined personnel to notify thosepredetermined personnel that the second set of customer experiencefeedback responses from said second follow-up survey request fail tosatisfy a minimum predetermined standard, (h) transmit a follow-upreminder to said customer with notification about a future surveyrequest transmission; (i) prepares and stores database reports on thefirst and second sets of customer experience feedback responses fromsaid first survey request and said second follow-up survey request,respectively; (j) maintains and supports use of data, customerinformation, software modules and operational codes on the home network;(k) supports access of said reports by third parties involved withcompanies that have been given appropriate access to the reports; saidhome agent on the home network coupled to said first server computer,said home agent having said first hardware data processors that: (a)control receipt of one or more communications from said first mobileunit, and (b) manage the processing and evaluation of said one or morecommunications; (c) controls the transmission of said first surveyrequest to said first mobile unit and said second follow-up surveyrequest to said mobile unit; (d) controls the receipt and routing ofsaid first set of customer experience feedback responses from said firstsurvey request from said mobile unit; (e) controls the receipt androuting of said second set of customer experience feedback responsesfrom said second follow-up survey request from said mobile unit; (f)controls the transmission of real-time notifications to saidpredetermined personnel; and, (g) controls the transmission of areminder message for a follow-up survey request to said customer; afirst database memory storage unit coupled to said home agent and firstcomputer server on said home network, said first database memory storageunit maintaining information related to the customer and personnel atthe home network, said first database memory storage unit havinginformation regarding trends relating to customer experience feedback,and, a transceiver subsystem coupled to said home network through afirst gateway providing a communications interface for communicationsbetween the home network and said first mobile unit, said transceiversubsystem receives and transmits communications between said homenetwork and said mobile unit.
 22. The communication system according toclaim 21 further comprising: one or more data entry terminals located onsaid home network for access to the computer server, home agent ordatabase memory storage unit on the home network.
 23. The communicationsystem according to claim 21 further comprising: a second computerserver coupled to said home network and said first database memorystorage unit, said second computer server facilitating communications tosaid home network through the Internet.
 24. The communication systemaccording to claim 21 wherein one or more of said selected personnelreceive notification on a second mobile unit.
 25. The communicationsystem according to claim 21 wherein said notification to one or moreselected personnel includes survey responses, customer name and serviceproviders and service provided to customer.
 26. The communication systemof claim 21 wherein said first server computer detects is a customer ispresent at the service provider location upon a subsequent visit. 27.The communication system of claim 21 wherein said first server computertransmits a real-time notification to one or more predeterminedpersonnel upon detection of the customer at the service location at asubsequent visit so that the customer experience during the subsequentvisit to that location can be enhanced in some manner.
 28. Thecommunication system of claim 21 wherein said comments suggestions andconcerns subroutines transmits to the customer links to the comments,suggestions and concerns platform via webpage link, URL, text messagesor email message.
 29. The communication system of claim 21 wherein saidnotification to said predetermined personnel are transmitted by a phonecall, text message, full text communications, webpage transmission, URLlink, push message, and email transmission.
 30. The communication systemof claim 21 wherein said selected personnel can be specific members ofcompanies, teams, users, or groups.
 31. The communication system ofclaim 21 wherein said processors on the first computer server havefunctionality that initiates a comments, suggestions and concernssubroutine that provides a comments, suggestions and concerns platformfor said customer at the mobile unit to enter comments, suggestions orconcerns about the customer's experience.